Frontier Airlines, Inc.

05/11/2016 07:57 AM Dear [redacted], I have checked with the Lost and Found at the corporate office to see if we received your [redacted], and with the Cleveland Airport to see if it  could be located.  We do not have the [redacted].    You may check with the Cleveland Airport Lost and...

Found because someone may have found your [redacted] and turned it in there.  The number for Lost and Found is [redacted].  I'm sorry that we were unable to locate your [redacted]. With kind regards, [redacted] Customer Relations

Response Email   08/23/2017 04:57 PM  Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   Customer ServiceFrontier takes it very seriously when customers feel like they were not treated with the best customer service, indeed we strive to create an atmosphere of mutual respect among employees and our guests. We have a well deserved reputation of delivering a consistently high level of service to our customers. I'm very sorry if this was not your experience.We Hear YouWe do take any claim of this nature very seriously. We assure you an investigation into the events and interactions you described will be conducted.While all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, be assured an internal investigation will be handled to conclusion.   Your compensation will remain in our system for redemption until it expires on (10/22/17). 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 bringing this to our immediate attention.Kind regards, [redacted]
[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   03/02/2018 11:45 AM   Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Customer Service Is Key Frontier has a hard earned reputation of providing excellent customer service...

and it’s disappointing when we receive reports of anything less than that. I am sorry that your employee experienced this inconvenience. Nevertheless, I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated.  I am going to forward this on to the airport leadership team to help prevent this from happening in the future. Your Refund I see that an agent issued you a refund for your employee's flights to a card ending in XXXX. The refund was issued on February 27, 2018. Please note that once the transaction has been processed by us, it may take a few days to post to your account.   Come Back Soon I am sorry for the inconvenience but I hope you choose to fly with us again. I am confident your next experience will be a good one!   Regards,    Customer Relations Specialist Frontier Airlines

02/27/2017 04:51 PM Hello [redacted],Thank you for letting me know about your recent Frontier experience. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.Our ApologiesI'm sorry to hear how things turned out when you arrived at our...

check in counter. We did not receive reports of our website being down and Frontier has a strict 45 minute cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. It is never our intent to inconvenience our passengers and I'm sorry you were unable to proceed as planned.Check-InI know first-hand that navigating an airport can be challenging, especially when there are long security lines. It's for that reason that we require passengers and their baggage to be checked in at least 45 minutes prior to departure. It really is a good idea to get to the airport at least 2 hours in advance of your flight. For those times when someone does miss a flight, we can often accommodate passengers on the next available flight by charging a non-refundable change fee. Unfortunately, we are unable to honor your request for reimbursement of the other airline tickets.Come Back Soon! Thank you for letting us know how we can improve. I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again. I'm confident your next experience with us will be a good one!Kindly,[redacted] Customer Relations SpecialistFrontier Airlines

Dear Ms. [redacted], As a customer service gesture, we are providing a $100.00 electronic travel certificate as final resolution of your complaint. To redeem your electronic voucher, visit www.FlyFrontier.com and book your flight. On the “Purchase” page, select “Voucher”, then enter the following...

voucher number: [redacted] This voucher must be redeemed by July 12, 2016, but travel may be booked out as far as Frontier's schedule allows. [redacted]Terms and Conditions for Electronic Travel Certificates:-The passenger is responsible for payment of any difference between the value of the certificate and the value of the ticket.-Changes may be made to a reservation but are subject to any applicable fees, depending on the type of ticket purchased. -Valid for 6 months from the date of issue and may not be extended.-Nontransferable; may only be redeemed in the name of the passenger to whom it was issued.The Certificate cannot be: -Applied toward the purchase of Travel Insurance or STRETCH seating.-Applied toward baggage fees, change fees, or other charges. -Combined with any other voucher, promotion, or discount. -Used with group travel -Redeemed for cashOther conditions may apply.If you have any questions please call Frontier Reservations at 1- 801-401-9000 Frontier Airlines apologizes for the damage to your glasses in your bag 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] Frontier Airlines Central Baggage Specialist

Complaint: [redacted]
I am rejecting this response because: it is nothing more then a coupon we can use quickly to spend more money with the airline. The company flew us and our bags round trip but when we was ready to make return trip it was an extra $45 we had to pay or leave abbandon our checked bag. They never once mentioned one way or round trip when we purchased a checked bag with our ROUND TRIP FLIGHT. And then extorted an extra 45 from us to get our bag home and we fill it is only correct to return that 45 to us 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/17) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We recommend passengers arrive 2 hours before scheduled departure, as Frontier has...

a strict 45 minute check-in cut off. Once a flight is closed, our agents are unable to reopen the flight to print passes or check in baggage. You must still have your boarding pass in hand and any bags dropped by the 45 minute cut off even with online check in.
In reviewing your reservation history it does show a kiosk attempt was made on July 4, 2015 at 5:34 am. This is past the cut off any you would need to see an agent for assistance. I apologize for any difficulty you experienced contacting our reservations department. If a flight is missed, passengers are offered the next available Frontier flight with open seats. A fee is then collected based on ticket type. If you choose not to travel at that time you would need to let us know to retain the return flight. This is what the agent was referring to when advising you still had the return flight available. The fare purchased is Economy which is non refundable. With the low fare paid the change fee is more than the cost of the ticket to rebook.
Respectfully, a refund of the fare would not be provided.
We look forward to the opportunity to serve you on a future Frontier flight.
Kindly,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 8, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please refet to the letter. We were told we could not reschedule my flight due to not calling in the 2 hours needed to reschedule,no on answered the telephone. We could not fly out of [redacted] bevause we did not cath our flight out of [redacted] stayed beore in the letter. No resolution has been resolved.
Final Business Response /* (4000, 10, 2015/09/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com Rebuttal.
Your letter advises you arrived at 5:08, got in line saw the kiosk then agent called you to the desk. She would not call you unless she was able to check you in. Then you called our reservations department at 5:34? You needed to have your bags checked and boarding pass in hand by 5:15 am.
Frontier Airlines recommends customers arrive at least two hours or more prior to departure time. Because of the vital paperwork that our ticket counter agents must complete prior to departure, Frontier Airlines requires passengers ** be checked in with boarding pass ** hand a minimum of 45 minutes prior to the scheduled flight departure for domestic flights, and 60 minutes for international flights. Passengers [redacted] fail to meet these requirements will lose their seat assignments, be re-accommodated on a later flight and will be assessed any applicable flight change fees.
The kiosk is programmed to stop checking in at the 45 minute cut off and give a message: "Your flight is boarding soon. Please proceed to the Frontier Airlines counter for check-in." This is to speak to an agent to get you on another flight, because you missed the 45 minute cut off. You must have your boarding pass ** hand at the 45 minute cut off. We advise this while making your reservation as well as in your emailed receipt. We understand things can happen, traffic, accidents, parking..etc this is why we recommend you arrive two hours before departure.
Please accept our sincere apology in which we are unable to grant your request, and are sorry for any frustration this may have caused. We are disappointed that you may not be satisfied 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 be consistent when it comes to following the policy and guidelines of our 45 minute cut off time.
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

12/30/2016 07:48 AM Dear [redacted],Thank you for letting me know about the flight disruption you recently experienced. The decision to delay or cancel a flight is not an easy one. It is never our intention to disappoint our customers.Safety is Our PriorityI understand you're flying with us because...

you have somewhere to be. That's a reasonable expectation! Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed due to this reason. Please accept my apology for the unexpected interruption. Records show a refund has been requested for your $106.2 flight and a $35 bag  totaling $141.20.I have requested a $351.30 check reimbursement for your additional expenses, less the $141.20 Frontier refund. $53.74 Hotel receipt, 364.20 ticket receipt  $18.31 and 56.25 ground transportation There is a 4-6 week processing time and will be mailed to the address in your fileWe Care About YouIt is important for us to keep good relationships with customers like you. In an effort to make things right, you were both issued a $200  voucher to use towards future travel.. The vouchers must be redeemed by 6/30/17, but you do not have to travel within this time frame. [redacted],  [redacted]Come Back SoonI recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again.[redacted] Frontier Airlines

Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies I am very sorry to hear about your experience while trying to book on our website and over the phone with our agent for your April 22,...

2017 flight. This report is concerning and I can only assure you this is not the type of service we strive to provide. I am grateful you brought this to our attention, so we can take appropriate measures to ensure your experience is not repeated. I have logged your concern for internal review.   We Care About You In an effort to prove we can do better as a one-time customer service gesture, I have credited your early returns account with 5000 Early Returns points per passenger for a total of 10,000 points.   Early Returns I see that you had two Early Returns accounts. For your convenience, I have combined the two accounts so you will have the benefits of both, in one account. The Early Returns account associated with your Barclays Mastercard will now be your main account number. That member ID number is XXXXXXXXXX.   Come Back Soon I apologize again and 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!   Kind regards,     Customer Relations Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: 2 out of thousands is not a reasonable ratio for the fraudulent promotion.  I recorded the message I heard when I was on hold which states we could fly to places like [redacted], [redacted], and other great destinations. The truth of the matter is we couldn't fly to any of those places and I looked at literally thousands of flights   As such we have been forced to book a trip to a destination we don't want to go to. If you can't do the 20,000 miles then you need to do something else. Seems like you don't offer first class so I guess we can't upgrade that but give us all free bags and credit to use to purchase food and drink on the flight perhaps? 
Sincerely,
[redacted]

10/26/2016 02:10 PM [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Schedules Your flight was changed due to a schedule change, which can occur due to necessary operational purposes. When this occurs...

and the changes are not acceptable you can receive a refund.  Your records show that you have been issued a full refund in the amount of 1,299.60 which went back to the original form of payment, (1,173.60 went back to credit card ending 6276 and $126.00 went back to the credit card ending 1022).   Customer Service is Key I apologize any poor customer service you may have receive, your comments have been logged.   Compensation Your request for travel vouchers in the amount of $500 per person has been denied. However, each passenger has been issued a travel voucher in the amount of $150. The voucher must be redeemed by April 12, 2017, but you do not have to travel within this time frame. Future travel may be booked out as far as Frontier's schedule allows. Your compensation will remain in our system until it is redeemed or it expires.   I recognize this does not change the time and inconvenience lost, but I hope you will choose to fly with us again.[redacted] Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 6, 2015/10/18) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We have received your request for a refund due to medical situation.
Our records...

indicate we are not able to honor your request for a refund due to your purchased an non-refundable ticket. There is a $99 change fee per ticket to make changes to these tickets, plus any difference in fare associated with the new itinerary. Our records indicate you have provided documentation from your doctor so the $99 change fee has been waived per person.
Here is a link from our web site outlining our policy.
It is under: EMERGENCY EVENTS - TICKET CHANGES AND REFUNDS
http://content.flyfrontier.com/travel-information/travel-policies
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]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (4200, 13, 2015/11/05) */
[redacted]Document Attached[redacted]
The following is a email thread between myself and Frontier Airlines. Please note this matter is NOT closed or satisfied as of 11/3/2015.
From Complainant to Frontier 10/16/XXXX XX:XX PM
Under your cited policy for "Type of Emergency Event-Serious illness or
injury that prevents the ticketed customer from traveling for the duration
of the validity of the ticket (90 days from original date of purchase,
unless you selected The Works as part of your purchase. The Works tickets
are valid one year from original date of purchase)" it states *"Options
Available to you-Cancel the unused portion of a ticket and receive a full
refund (less a refund processing fee of $50 for Economy tickets)" *
"LESS A REFUND PROCESSING FEE OF $50 FOR ECONOMY TICKETS"
Your policy does state that economy tickets are non refundable, however,
the table below it states that if it's a serious illness or injury that
prevents the ticketed customer from traveling for the duration of the
validity of the ticket a written doctors note will cancel the unused
portion of the ticket and receive a full refund less a processing fee of
$50 for economy tickets. I have a doctors note in hand that I have faxed to
you tonight that states I cannot travel from Sept 2015 to January 2016 due
to medical reasons. What more do you need? I'm not cancelling this travel
just because I want to, I am medically unable to travel and have jumped
through hoops to meet your ever changing communications and requests.
Please issue the refund.
[redacted]
XXX-XXX-XXXX
From Frontier to Complainant: 10/19/XXXX XX:XX AM
Dear Ms. [redacted],
I'm sorry our records do not indicate you purchased "The Works", it appears you purchased Economy tickets only.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
From Complainant to Frontier 10/19/XXXX XX:XX PM
LETS TRY THIS AGAIN.
1) I purchased Economy tickets from your company
2) I cannot fly due to medical complications and have sent a doctors note
to your fax number
3) your policy listed on your website states that a refund can be issued on
an economy ticket less a $50 refund processing fee if it's related to
medical inability to fly during the travel validity period.
4) the travel validity period for this reservation expires December 2015.
My doctors note states I cannot fly from September 2015-January 2016.
5) I have met all requirements of your policy for refund.
I AM UNABLE TO FLY PRIOR TO THE EXPIRATION OF MY CREDIT IN DECEMBER 2015
AND HAVE FAXED MY DOCTORS NOTE STATING THIS AS REQUIRED. PLEASE ISSUE THE
REFUND LESS THE $50 PROCESSING FEE FOR ECONOMY TICKETS AS OUTLINED IN YOUR
POLICY ON YOUR WEBSITE.
[redacted]
From Frontier to Complainant 10/22/XXXX XX:XX PM
Dear Ms. [redacted],
Please send me a copy of the medical letter that was faxed.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
From Complainant to Frontier 10/23/XXXX XX:XX PM
Please see attached letter and advise on status of refund
[redacted]
From Frontier to Complainant Response Via [redacted] - 10/26/XXXX XX:XX PM
Dear Ms. [redacted],
Thank you for providing the information you faxed. It was not on a Doctor letterhead or signed by a Doctor.
Our web site states for a refund you must do the following: A doctor's note in writing specifying that you are unable to complete travel during the ticket's validity period. The certification must be signed and dated on the physician's letterhead.
Serious illness or injury that prevents the ticketed customer from traveling for the duration of the validity of the ticket (90 days from original date of purchase, unless you selected The Works as part of your purchase. The Works tickets are valid one year from original date of purchase)
Cancel the unused portion of a ticket and receive a full refund (less a refund processing fee of $50 for Economy tickets)
A doctor's note in writing specifying that you are unable to complete travel during the ticket's validity period. The certification must be signed and dated on the physician's or hospital's letterhead.
Please provide the correct information.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
From Complainant to Frontier Tue, Oct 27, 2015 at 9:19 AM
That is on letterhead and is signed by my midwife! You can see the name address and phone number on the letter and can see she is a medical provider.
This is absolutely ridiculous!!!!
There should be NO REASON why you cannot accept this note. Please issue the refund!
From Complainant to Frontier Tue, Oct 27, 2015 at 10:31 AM
I will never do business with your airline again and will be sure to post about your terrible customer service on every review website I can manage to find. This information will continue to be submitted to the Revdex.com and I will not stop pursuing a refund until it is issued. Your company has already likely spent more than the cost of my airfare on the pay of your employees I have interacted with as well as the cost of technology and overhead just to find any reason not to refund me the cost of the ticket. I have followed EVERY REQUEST you have sent my direction and refuse to drop this just because you are bullying your customers by your ever changing interpretation of your policy. Furthermore, the fact that I am unable to call and speak to anyone with authority to issue the refund directly is beyond frustrating. An issue that should have resolved itself within a couple business days is now pushing toward a month with no resolution because I have to wait several days to hear back with your latest excuse for why the three doctor's notes that have been submitted are not good enough. Your company lacks compassion and understanding for someone in my medical condition as I am supposed to be resting and recovering, but this situation has caused me to have to ignore those orders so that I can recoup money that is rightfully mine and you are still unwilling to resolve it. You are now asking for a FOURTH letter, and, based on history, it's not likely this will be your last request even though I have submitted the letters each time EXACTLY as you have requested.
Please issue the refund. I have followed all of your protocol and requests multiple times and will not stop pursuing a refund until I receive it.
From Complainant to Frontier Tue, Oct 27, 2015 at 8:34 PM
Attached is my FOURTH doctor's letter on NEW letterhead (created by my Doctor JUST FOR YOU), with signatures from both an M.D. and my midwife.
PLEASE ISSUE THE REFUND FOR CONFIRMATION NUMBER [redacted]
XXXXXXXXXX
From Complainant to Frontier Tue, Nov 3, 2015 at 10:06 AM
Please advise on status of refund.
As of 2:30pm on 11/3/2015 I have not received any further response to my fourth doctor's not submitted on 10/27/2015. I have attached documentation from Frontier's website supporting that I have submitted all requested information per their written policy, and have also attached a copy of the above email thread.
Final Business Response /* (4000, 16, 2015/11/23) */
Dear Ms. [redacted],
This has been reviewed by my manager. As a one time customer service gesture he has authorized a refund on your non refundable ticket. As I mentioned in previous emails, medical documentation does not provide a refund, only a $99 change fee waiver and if unable to travel within the 90 days, an extension of your ticket is provided.
As per our policy: http://content.flyfrontier.com/travel-information/travel-policies
A $272.00 will be refunded back to credit card ending in [redacted] in seven to ten days.
Regards,
[redacted]
Final Consumer Response /* (2000, 18, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this solution because I have received the requested refund.

03/07/2017 12:02 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I just replied to your emailed request, so I apologize for the duplicated correspondence, but for the sake of logging this resolution...

with your Revdex.com request, I include that here:   "Hello [redacted],Thank you for following up.I didn't realize you have proceeded to complete your reservation after your credit wouldn't apply. As this credit should have been available to you during your time of booking, I am happy to simply apply the voucher I created to your reservation, and credit the value of $171.20 to your card ending in 3659. Please allow 5-7 business days for this to be reflected in your account.I hope this helps to resolve your request, and assure you of the service we strive to provide. I sincerely apologize for the inconvenience of redeeming this credit, but I thank you for choosing Frontier Airlines. We look forward to welcoming you aboard many future flights."   Thank you for your patience and understanding throughout this situation, and please don't hesitate if there is anything else I can process for you.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Hello [redacted],   Thank you for contacting Frontier Airlines customer relations. We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Refund I understand that you are looking for a refund instead of the credit for the...

flight you did not take. Please accept my apology for the miscommunication regarding your refund. Our policy states that our fares are nonrefundable unless the cancellation is requested within 24 hours of booking. At this time we are unable to honor your request for a refund, however, what I can do as a one time customer service gesture is to extend the validity of your credit. Instead of the standard 90 days to redeem your credit, I can extend the expiration date a year from the cancellation and you would be able to complete travel as far out as our schedule allows. Please advise if this is what you would like to do.   Once again, I'm sorry about the inconsistent information you received, but I hope this resolution serves you. I look forward to your reply.   Kindly,   Customer Relations Specialist Frontier Airlines

11/07/2016 06:19 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Experience at the Airport I regret to hear that the agent did not explain the baggage policy to you. We only allow each...

passenger to have one personal item onboard the aircraft. All other luggage is charged for even if it fits the personal item size. I apologize that the agent did not enforce this rule to every passenger. I have forwarded your comments to our management team so we can provide better service to you and other passengers in the future.   Baggage Refund In order to refund the $120 I will need you to respond with the reservation code for you and your wife. Please respond with this information and I will refund the $120 as a one time customer service gesture.   We Hear You Your comments and those from other passengers help us identify areas that need to be addressed and we appreciate your feedback.   I look forward to your response.   Kindly,   [redacted] Frontier AirlinesCustomer Relations

Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Upon receiving your complaint Central Baggage Manager Patty reached out to you. My last update from her was that she had verified your...

baggage fee was refunded on July 22nd, and that she had invited you to submit receipts for any interim expenses you had.
Please let me know if you have any questions.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Initial Business Response /* (1000, 4, 2015/06/25) */
Dear Mr. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
I apologize for any confusion regarding the fees associate with our Economy fare....

This fare does have a fee to carry-on a bag, check a bag and select a seat. When booking with 3rd party travel sites they typically have a link to each carrier they offer so you can check for any additional fees. With [redacted] there is a link to Baggage Fees at the bottom of each flight selection for each carrier. Before payment is accepted you must agree to the terms and conditions of the carrier. Information on our policies can also be found on our website.
Flight schedules can be very tough to manage due to frequent changes in costs and market demand. We have a team of specialists who continually monitor our entire system and make adjustments only after careful review of market viability. While we always strive to maintain schedule consistency, there are situations where changes are necessary despite our best efforts. If you are unable to accept the new scheduled the flight can be cancelled and a refund provided. We don't provide compensation for schedule changes, but let me assure you we do listen to everything our customers tell us. I have logged your comments for review by our management team.
In reviewing your reservation it appears that agents provided upgraded seating at no charge and offered a reduced bag fee. We are continually working to improve our service and minimize baggage mishandling. Situations such as this are no more acceptable to us than they are to our customers. We can only assure you that your experience is not typical of the standards we strive to maintain. We are very sorry your bag did not arrive with you and the $75.00 voucher was provided as a customer service gesture for the delay in your bag arriving.
We value your continued support and look forward to restoring your confidence in our service.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 6, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They obviously didn't read my full complaint. There were severe issues without giving me options when my flight was cancelled, customer service was very poor, flight attendant was not appropriate, there was no consideration about helping us get home as our keys to the car
were in the lost bag. They wouldn't let us sit by our kids without having to upcharge us for the seats. This airline cost us more parking charges, another hotel night stay, taxi from the airport, another day of a rental car. Driving again to get my car was another 2 hours time and gas. There was around $450 in extra costs because of the extra day and lost bag. Plus with all the extra charges for the bags and seats I am so disgusted with Frontier Airlines. Any they offer nothing in return. I am sharing my story with so many people. Its hard not to talk about this horrific situation esp. when Frontier doesn't really care for the customer.
My full story is below.
Like a lot of people when traveling, you may search on [redacted].com, [redacted].com, [redacted].com or other similar sites to compare flights and prices between multiple carriers.
And like most people I chose the cheapest flight with the times that I wanted knowing that there are only a few options usually close in price at the cheaper end of the spectrum of options. I was under the impression that when you fly you are allowed a carry-on bag with you for personal belongings. I booked a trip to Florida for my family of five 4 months ago on Frontier airlines. I booked this flight through [redacted] It was the cheapest flight, but by only about $10. When paying for the tickets, everything was like normal in comparison to when I have bought airline tickets before. I booked 8 days, from a Wednesday to the following Thursday. Some time goes by and I am notified that my return trip was bumped a day from a Thursday to a Friday. There was no reason given for this. This was still 3 months prior to the trip. They didn't give me any warning or other options for airfare on that. They said that my only option was to fly back Friday. They made me take the Friday flight that got me back to St. Louis at 10 PM. I had to adjust my hotel reservation for another day (Frontier did not comp this) and also forced me to pay another day on the rental car, more meals, additional cost for parking at the airport, etc. No consideration was given.
24 hours prior to our departure to Florida, I went online to check-in for the flight to pick my seats like every other airline allows you to but during check-in, it wouldn't allow me to pick my seats. Every open seat on the plane had an up-charge associated with it so I called customer service. 37 minutes later a human came on the phone and I explained to them that I was flying with a family of five and one of the five was a lap child. I was looking to get my family to sit together. The only option they gave me to get my family to sit together was to pay for normal seats as an upgrade. I asked them why they charged for every seat in the airplane? I understood them charging for exit rows or first-class seats but not for every seat on the airplane. They stated if I wanted to pick my seats or sit together I needed to pay to guarantee we would have seats together. I asked to clarify about the possibility of my six-year-old sitting by herself in a row. By herself? They stated yes so, therefore, you need to buy your four seats together. To my disgust, I did pay an up-charge for four seats so that we could sit together because I was not comfortable with my young children potentially being seated all over the airplane. I got off the phone and went back online to check-in and it said online that I had to pay $40 for every carry-on bag and $25 for every checked bag. I thought this couldn't be right. They are going to charge me for a carry on?? So I called customer service again. After 42 minutes of waiting, I finally got to talk to a human being. They confirmed this policy. So I stated with a family of five flying to Florida for nine days, you will charge me for every bag I bring onto the plane other than a purse? That was $40 each way for a carry on and $25 each way for a checked bag. That is a total of $130 per person for each of us to have a carry on and a checked bag. They replied yes. So now my expected charges for for checked bags and carry-ons was going to be $520. I told him that was outrageous, but they had no options for me. I proceeded to tell them that it was not right for them NOT to notify me of these hidden fees while booking the airline tickets. They admitted knowing that all of the 3rd party websites like [redacted].com and [redacted].com etc. do not explain the policy that every bag has a charge associated with it and the requirement to pay for upgraded seating. They stated that they get lots of phone calls of people complaining about this, but there is no recourse or change in policy. Because I ordered on [redacted].com, I am punished and have to pay $520 more for plane tickets when I could have picked a different carrier for only $10 more per ticket and had free bags. With those two phone calls I was on the phone for 2 hours and 15 minutes between being on hold and talking with someone. The customer service and their automated phone system is very difficult to use and the people that finally get on the phone cannot help you nor do they really act like they want to help you. Their statements come across like tough luck, that's our policy. There was absolutely no way to have understood this policy when buying the tickets as it wasn't explained on the 3rd party website.
As if I wasn't furious enough with Frontier airlines, our story continues. On the returning flight, the 4 of us are in our seats with our child on our lap and they were closing the door on the plane. There was a man that was sitting next to us in our row who very kindly offered to go sit anywhere else on the plane so we had more room for our child. When the plane door shut, I asked the stewardess if there was the opportunity for one of us to sit in the open seat in the row in front of us that was open. She stated we could sit there, but there would be an up-charge. I stated I had already paid an up-charge to sit in this these seats. She stared at me and said there would be another upcharge to sit in that row. So you would rather that seat remain empty then to try and help out a family that could use a little more space? I then asked if he could move to any seat on the plane as the man offered to sit anywhere. She said she would check and get back to us. She never did. This was a severe lack of customer service. We did see open seats on the plane, but she never came back to offer any help or assistance.
Lastly to really put the nail in the coffin, after we landed in St. Louis at 10 pm, three of my four bags that I checked showed up. The fourth bag was lost. That fourth bag had my car keys; we had no way of getting home with 3 very tired children. The lady took my information and said they hoped the bag would be on the next plane from Orlando which wasn't until the following night at 10pm. They offered no help with taxi or any other assistance with any kind of arrangements to be able to get home. She even commented, [redacted] is starting to charge for bags too." Does that matter at this point? Was there a reason for that comment? There were 2 other people that had their bags lost on my plane also. One girl had flown home to St. Louis for the weekend to see her brother's graduation. She was traveling with only a carry-on. She thought she had a good deal on a flight but after getting to the airport she was told of the extra charge for the carry-on so it was cheaper to check the bag than to carry on. To her disgust, she had no clothes for the weekend graduation. The earliest she could get her bag would be Sunday morning, but she was flying back that day.
I called the next morning to get an idea of where my bag was. The lady I talked with had no idea. She said they don't scan their bags so there is no way to tell where the bag is. If it doesn't show up on the 10pm flight they would assume it was lost. That is all she would say. I had my expensive digital camera, [redacted] and other valuable items in there. Frontier showed no concern. I said to her if you lost your bag I would hope you got some help from the customer service department, but everyone whom I have dealt with at Frontier doesn't seem to express an ounce of concern.
So with all of this, would you ever fly Frontier? Getting bumped, paying for every seat, paying for every bag, horrible customer service and lost bags.
Final Consumer Response /* (4200, 10, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have only offered excuses. Extremely poor customer service on all ends of the business. They won't understand all of the money that I lost to pay for longer parking, pay for longer rental car, pay for another night at a hotel, pay for a cab home, etc. They offered a credit on a future flight. Who would want to fly on a plane with this kind of customer service? They won't accept the fact that they made several mistakes at my cost.
Final Business Response /* (4000, 12, 2015/08/02) */
Dear Mr. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
The responses provided were not meant as excuses but and explanation as to our travel policies. We have as a customer service gesture provided each of you with a $200.00 travel voucher. Respectfully as mentioned we do not reimburse for any expenses when we have a schedule change. If you find the new flight to be unacceptable it can be cancelled and refunded so you can make alternate travel arrangements. Any compensation provided is always in the form of voucher.
Your family was given seats together for both the outbound and and return at no charge and charged a lower bag fee as customer service gesture. I'm sorry you're not happy with our resolution.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

01/06/2017 04:06 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Refund I do apologize for the misunderstanding regarding your refund concern. In total, we have refunded a total of $659.20...

for your return flight ($475.20), as well as the seats and bags associated with it ($184). There were two credit cards on your reservation. The original card ending in [redacted] that booked the reservation was refunded a total of $601.40. Your card ending in [redacted] was refunded $57.80.   I hope this clarifies your concern. Feel free to reach out with additional questions you may have.   Kind regards,   [redacted] Customer Relations Frontier Airlines

03/28/2016 09:45 AM [redacted],I do not show any attachments included with your  prior complaint file.  Please attach your receipts for review. We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information....

[redacted]Frontier Airlines03/25/2016 06:50 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. When researching, I found that you emailed on 2/24/16 and [redacted] our Reservations Supervisorhandled your concern on 3/3/16. For your records, the file number for this contact is [redacted] The response was sent to [redacted] which is the email in the record.