Frontier Airlines, Inc.

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

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

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]

01/16/2017 01:27 PM ([redacted], Hi [redacted],   Oddly, that document is still registering in my system as exceeding the maximum attachment size. My colleagues have had success using this link as a guide for different ways to reduce the file size.   I'm sorry for the...

inconvenience this causes.   Kindly,[redacted] Frontier Airlines  01/11/2017 01:50 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our ApologiesI'm really sorry to hear that you weren't provided with the most up to date information regarding your flight. That is certainly a reasonable expectation and it sounds like we could have been more proactive in keeping passengers updated. I'm sorry that happened.We Want To HelpWe want to assist with your desired choice, as per the guidelines of the letter you received, however, we require additional information. Please reply to this email with all required documentation as an attachment (either Word or PDF doc).We will have happy to assist you further once the additional information has been received.Be sure to include:• Original Itemized receipts • Passenger’s names • All reservation codes• Name of payee• Mailing address• A copy of your Frontier authorization letterRegards, [redacted]Frontier Airlines

Initial Business Response /* (1000, 5, 2015/05/29) */
[redacted]
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

I apologize for any inconvenience you may have experienced. My records indicate you filed...

your initial complaint with Frontier Airlines on 2/23/15. Our agent [redacted] responded, and apologized or the length of time required to contact you back. She advised she was writing to confirm if you still require us to research and respond. If you do not need a response, you can just ignore this message and your contact will go into a solved status. She did not receive a response.
You then contacted Frontier Airlines again on 4/24/15. Our agent [redacted] responded on 4/27/15. Please review her response below:
Our Frontier Airlines Master Card program is handled by Barclays (Barclays Bank Delaware). For your security, we do not have any access to your credit card information other than the number of miles sent to us from Master Card. This is a concern for which you will need to contact Barclays directly.
Please call their Customer Relations department at X-XXX-XXX-XXXX to address your concerns.
We look forward to the opportunity to serve you soon aboard Frontier Airlines.
Kind Regards,
[redacted]
Customer Relations Specialist
Frontier 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 Mr. [redacted], We have received your 3rd rebuttal as submitted to the Revdex.com. I'm sorry your not happy with my reply. We do not refund used tickets, we provided you a $100 voucher as a customer service voucher and no additional compensation will be provided. I understand you are not pleased with Frontier [redacted] and you will now be using [redacted]. We wish you well. Regards, [redacted] Customer Relations Specialist Frontier [redacted]

Complaint: [redacted]
I am rejecting this response because:I am not satisfied with the response because I did not get my refund.
Sincerely,
[redacted]

Response Email 09/07/2017 07:46 AM  Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'd be more than happy in assisting [redacted] with the extension of an expiration date for her voucher. However,...

in order to do so I need more information regarding her flight. If you can provide me with her full name, confirmation number, and city to which she was traveling, I can access her flight to provide [redacted] with the $200 voucher she is requesting with validity for a year.   Kindly,    Customer Relations Specialist Frontier Airlines

09/20/2016 03:36 PM  Dear Mr. [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the damage to your baggage when you travelled with Frontier Airlines. In spite of our best efforts, damage...

does occur to checked baggage due to the sometimes turbulent nature of air travel. We require that damage complaints be reported to Frontier Airlines within 4 hours of arrival.  Unfortunately we show that your damage was reported nearly one week later.   There are circumstances when Frontier Airlines does not assume liability for damaged baggage. Each airline has a Contract of Carriage filed with the Federal Aviation Administration that describes those situations and the limits of, or exclusions from liability. We have attached a copy of our Contract of Carriage that outlines Frontier's liability.   As a customer service, we are happy to offer you a $50 electronic travel voucher for future travel on Frontier Airlines.  Please let us know if you would like to accept our customer service gesture.   Frontier Airlines apologizes for your damaged baggage and the inconvenience this may have caused you. We hope to serve 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

Response Email   02/16/2018 01:13 PM  Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Please accept our apology for any inconvenience our schedule change has caused you.As per our records,...

your refund amounting to $1,094.40 was approved on February 8, 2018.Please allow up to 7 days for the airline to process the refund. After Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.Thanks for your patience. We look forward to serving your travel needs and appreciate your continued support.   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 AirlinesPs. We want your feedback! Fill out our survey and be entered to win 2 FREE round-trip tickets on Frontier airlines valued at $400. Click the link to take the survey: https://www.surveymonkey.com/r/J25VSBQ *One winner will be selected and notified by email each month. Please provide your name and email address at the end of the survey if you would like to be entered to win.Tell us why here...

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]

Initial Business Response /* (1000, 5, 2015/06/08) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

We are committed to providing our passengers with a pleasant and enjoyable flight experience...

and are disappointed to hear we fell short of this when your son attempted to travel with us.
Upon review of your reservation it was determined that you attempted to check in after the 45 min cut off. Once a flight is closed our agents are unable to reopen the flight for any passenger who arrives after the 45 minute cut-off time.
If a passenger arrives at the airport after a flight has closed, they are offered the next available flight with open seats. A same day confirmed alternate flight fee will be charged based on the type of ticket purchased. In the event that there are no other flights available for that day, the passenger will be placed on the next available flight on the next available date for the same fee.
My records indicate you contact our reservation center and spoke to a supervisor in regards to this matter. The supervisor granted a refund of your non refundable ticket as a onetime customer service gesture.
Please allow 7-10 days for the refund to be processed and returned to the original form of payment.
Thank you for taking the time to write.
Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines

[redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. We've authorized a full refund of your unused fare to your original form of payment. Please allow up to 7 days for processing and keep in mind, once the refund has...

been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practices. I'm sorry that you weren't able to reach an agent to request a refund. While our reservation center was fully staffed, we weren't able to assist as many of our passengers as we wanted to in a timely manner. In addition to assistance provided by phone, our agents assisted passengers with refund requests that were submitted on our website. Our weather advisory included a link to our online refund request form. I apologize for the inconvenience our flight cancellation caused you and [redacted] when you were scheduled to travel with us from Denver on March 24 and regret that our agents weren't able to provide for acceptable alternate flight options. Because so many of our flights are full during this high volume travel season and because so many of our passengers needed to arrange for alternate flights, alternate flights were not immediately available on many of our routes.As you know, on March 23, the Denver International Airport was required to close for an extended period of time due to a severe storm. This closure impacted our entire flight network with delays and cancellations throughout the country. All flight crews are limited in flying time and are required by the FAA to have a certain amount of rest in between flights for safety reasons. If a crew is delayed for any reason, the time they are waiting still counts as hours worked. With weather delays this can affect many crew members from one day to the next requiring them to rest between flights. Please know that our highest priority is the safety of our passengers and crew. Although I am extremely disappointed that the flight irregularity caused you to miss a planned event at your destination, we are unable to assume liability for missed events.While we're unable to reimburse you for unused event tickets, we've issued vouchers for a discount on future travel with us as a gesture of goodwill. Your voucher numbers are [redacted]) and [redacted]). They are in the amount of $150.00 per passenger and can be applied to your next online booking at www.flyfrontier.comThese vouchers must be redeemed by 7/22/2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.While we recognize this does not change your experience, we hope that you will choose to fly with us again.Sincerely,
[redacted]
Frontier AirlinesCustomer Relations[redacted]Just follow these simple steps to redeem your voucher: 1. Visit www.flyfrontier.com and select your flight. 2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.• It’s not redeemable for cash. • It must be booked within 90 days from date of issue. Note: There are no restrictions on travel date. • It’s one-time use, meaning there will be no remaining value after redemption. • It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer. • It’s not transferable and may only be redeemed in the name of the passenger to 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.

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 talked to [redacted] at Frontier and he walked through the seating charges which are in fact separate charges.  This also closes out the Frontier Incidents of [redacted], and [redacted] also agreed to request that customers be given the invoice of Taxes and fees going forward - this was the larger aspect of my requestHe was very kind and I feel good about closing this outThank you for your help in providing a advocacy process  - it is very much appreciated
Sincerely,
[redacted]

09/27/2016 08:53 PM Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I'm really sorry that you are disappointed 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 remain consistent.   Flight Missed In situations like this we do not offer you any compensation or refunds for missed flights. I understand you had somewhere to be a a certain time and I am sorry this caused you to have to alter your travel plans. Frontier works hard to make sure that all passengers are up to date with flight information.   For more information on travel policies please visit our website: https://www.flyfrontier.com/travel-information/travel-policies/   I really understand that you are upset with us and realize this isn't the answer you were hoping for. In fairness to all our passengers, I am unable to compensate you further. Your compensation will remain in our system for redemption until it expires on Dec-13-2016. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Regards, [redacted] Customer RelationsFrontier Airlines

Complaint: [redacted]
I am rejecting this response because:  I have sent 15 photos already.  It is not possible to capture in a photo that the handle does not work.  The photos I previously sent do show the damage - the bent bar and the tear (along with the tire mark).  I have offered to bring the suitcase to one of their representatives to personally view the damage ( a 45 min drive for me), they declined.  Their offer to review additional photos is simply a stalling tactic, they clearly have no intention of resolving this. 
Sincerely,
[redacted]

01/13/2017 08:17 PM Dear [redacted],   I apologize for the delayed response as there was mix up regarding your email.   I have processed the check in [redacted]'s name and it will arrive in 3-6 weeks.   We hope that you will choose to fly with us again in the future.   Regards,...

  [redacted] Frontier Airlines[redacted]

Response Email   02/24/2018 04:04 PMHello [redacted],   We have received your correspondence with the Revdex.com.Our ApologiesI regret that we were unable to resolve your compensation concerns satisfactorily. It is never our intention to be insensitive to our customers when delays...

occur.CompensationWhile we understand the inconvenience caused in regards to your vacation plans, we remain unable to provide monetary compensation. Although we realize this is not the answer you were hoping for, we hope you understand that we provided you with the maximum amount of compensation based on your situation. Your compensation will remain in our system for redemption until it expires on 5/6/18. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.Thank you for sharing your concerns.Regards, Customer Relations SpecialistFrontier Airlines