Frontier Airlines, Inc.

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

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

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

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

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]

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

[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.
Sincerely,
[redacted]

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

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]

09/20/2016 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

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

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]

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...

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]

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 contacting us with regards to your rerouted flight as well as the Frontier Airlines credit card application you filled out....

I apologize for the poor experiences you have had with us. We appreciate your feedback. Our ApologiesI apologize for the experience you had with your rerouted flight 1156 on July 17, 2017. I can understand your dissatisfaction when trying to call customer service to resolve the situation with your rental car and being on hold for over an hour. With regards to your credit card application I am unfortunately unable to see the status of your application. 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. How I Can HelpAs a gesture of an apology for the poor service you described, I am issuing you a voucher for the amount of $50 to be used towards future travel. Your voucher will expire on November 22, 2017,  but you do not have to travel before then. You will only need to reserve future travel before the expiration date. Although this does not make up for the experiences you've had, I hope you will give us another chance to impress you in the future. Further details can be found below. [redacted]- XXXXXXXXXXXXXXXX I apologize again for the experiences you have had. We hope to welcome you onboard a future Frontier flight. Kindly, Customer Relations Specialist Frontier Airlines

[redacted], I'm sorry to hear you weren't able to board our flight before the final boarding call. We include boarding times on our boarding passes in an effort to make sure our passengers know when they need to be at the gate. While we aren't able to hold flights for passengers who miss all boarding...

calls, we never want our passengers to miss their flights and I'm sorry that you weren't able to travel as planned on your birthday. According to your records, your name wasn't removed from our passenger list until 13 minutes prior to scheduled departure, 3 minutes before flight [redacted] was scheduled to close. I see that an agent was able to arrange for alternate travel that arrived to Las Vegas 10:33 p.m., 1 hour and 58 minutes after your original scheduled arrival of 8:35 p.m. We have made your comments available to our Customer Service management team for training purposes. Your comments and those from other passengers help us to identify areas that need to be improved and we are grateful to you for your feedback. As a gesture of apology, we have issued voucher number [redacted] in the amount of $50.00, which can be applied to your next online booking at www.flyfrontier.com This voucher must be redeemed by 3/23/2016, 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 Airlines Customer 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.