Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because:
I was not late checking in; but bluntly disregarded and igonered by staff. 
Sincerely,r
[redacted] - [redacted]

11/01/2016 04:59 PM [redacted]   We have received your multiple emails, along with this newest correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Reimbursement Request As I previously communicated to you, our policy is that you must be...

checked-in, not just in the line, 45 minutes before your departure time. A situation like this is why we recommend you arrive 2 hours before your scheduled departure. If the line was only 20 minutes long as was stated, you did not give yourself enough time to check in for your flight. Although Frontier did no wrong in denying your late boarding, as a one time customer service gesture we have approved to refund your return flight only, as well as any bag charges that were incurred on that flight. The total refund is $194.30. Allow 4-6 weeks for processing and delivery of your refund check. Please respond with an address of where you would like to receive the check.   This response represents our final resolution for this concern.   Regards,   [redacted] Customer Relations Frontier Airlines

07/01/2017 01:23 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I understand that you weren't able to use the credit shell of $58.40 on reservation [redacted] and you are requesting a refund. ...

  Our Apology I am sorry about the misunderstanding about how to apply the credit shell. We certainly strive to provide our passengers with instructions about how to apply the credit shell with ease. I am sorry to hear that this was not the case.   RefundThe cancelled ticket is a non-refundable ticket, and we are unable to refund the $58.40.  The only option is to issue a voucher and extend the deadline to the end of the year along with instructions of how to apply it as a discount for future travel.  Please note that the credit shell expired, and the  voucher is now available.      Voucher I issued a $75.00 voucher under your mother's name.  To redeem the  voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number:   [redacted] - #[redacted]This voucher must be redeemed by December 30, 2017, but she doesn't have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.We look forward to welcoming her aboard a future Frontier Airlines flight.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

Initial Business Response /* (1000, 5, 2015/06/18) */
Dear [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
First, we sincerely apologize for the unpleasant experience you had with us recently...

when you flew to Tampa and back.
We are very disappointed to hear that due to the long lines in Denver, that you were unable to take your original flight with and had to be rebooked on a later flight with a change fee applied. Our agents are trained to assess their lines appropriately so that lines do not get too long and cause customers to miss the 45 minute cutoff we have in place. We regret that this did not happen in this case.
As a customer service gesture for this situation, I have set up a refund of the $150 change fee you had to pay that day to fly later with us. Please allow 7-10 business days for the refund to be processed and credited back to you.
In regards to your return flight, I would like to apologize for the cancellation of flight 297 to Denver. As you can imagine, flight irregularities can be very challenging. 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. Please know, we take great care to operate a safe and on time airline. It is never our intention to disappoint or inconvenience our passengers.
Normally, for controllable cancellations, the station is responsible for providing hotel and meal accommodations for overnight stays. However, in this case, if you could please scan and attach the receipt for the hotel in response to this email, I would be happy to review that for reimbursement.
I understand it must have been very frustrating to have your flight the next morning also delayed. Along with our sincere apologies, you were issued electronic vouchers in the amount of $200.00 each, which provides a discount on your next Frontier Airlines flight. To redeem your vouchers, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher numbers: [redacted] - XXXXXXXXXXXXXXXXX, [redacted] - XXXXXXXXXXXXXXXXX. These vouchers must be redeemed by July 28th, 2015, 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 the time and inconvenience lost, we hope that you will choose to fly with us again.
Respectfully, we will not be able to provide you with reimbursement for missed wages as we are not liable for missed events or work due to flight disruptions. Nevertheless, Please be assured that your comments have been forwarded to our Customer Service and Flight Operations department for internal review and future consideration.
Thank you again for your comments. As Frontier employees, we care about our customers and want you to choose our airline with confidence. We're continually seeking and implementing ways to improve our service, and your feedback helps us continue this process. We hope to have the opportunity to restore your confidence in our service onboard a future flight. I look forward to hearing back from you regarding the hotel receipts.
Kindly,
[redacted]
Frontier Airlines
Customer Relations Lead
Initial Consumer Rebuttal /* (3000, 12, 2015/07/20) */
[redacted]Document Attached[redacted]
No, this has not been resolved.
Requested:
1. Two round trip airline tickets (1 per passenger).
[redacted] Response: Denied Request
Requested:
2. Tickets not be restricted to [redacted] Airline, but redeemable on airline of our choosing.
[redacted] Response: Denied Request
Requested:
3. Reimbursement of the penalty fee we were charged to reschedule our original flight from [redacted] to [redacted] Response: Reimbursed [redacted] as requested.
Requested:
4. Hotel cost reimbursement in full (for evening of flight cancellation).
[redacted] Response: [redacted] has addressed the issue by providing an alternative method to submit receipt, but this is still in process. We expect to receive FULL reimbursement, because this was the least expensive of all the hotels we contacted that still had an available room.
Verification of payment in place of original receipt has been sent (via email to [redacted] Airlines Customer Relations [redacted]).
5. Lost wages [redacted] - Represents total dock in pay for two days ([redacted]). Does not represent total days of bed rest to recover from stress on back injury.* Does not include [redacted]'s lost wages, which are [redacted]
[redacted] Response: Denied Request
The following was included in case description, but I am including a summary to explain why we are asking for reimbursement (#5):

[redacted] made attempts to calmly discuss this (medical condition) with the three [redacted] staff at gate while waiting for information on flight, but he was told that there was nothing they could do (including assistance locating an area to lie down), staff refused request to help connect us with someone that could be of assistance, and then instructed [redacted] to return to waiting area away from the desk. He was the only person at the counter at the time. [redacted] also attempted to call customer service, but was told that he needed to speak with another department that was not available after 11:00am, so he would have to wait until the following day.
Final Business Response /* (4000, 14, 2015/08/04) */
[redacted]
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
We are sorry to hear that your response has not resolved your concerns regarding your experience with us and the compensation you are seeking.
Respectfully, we do not provide round trip tickets on any airline as compensation for flight disruptions or customer service issues. The vouchers that were provided were the maximum amount of compensation based on the situation. 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. I am glad to see that you were able to redeem the vouchers for a flight with us this week.
The reimbursement for the hotel expense has been processed and should be in the mail to your shortly. I hope it arrives soon for your convenience.
As mentioned previously, we are not able to and will not be providing compensation or reimbursement for missed work or wages per our Contract of Carriage. This policy is outlined in section 16, letter H of our Contract of Carriage, which is agreed upon with the purchase of airfare with Frontier Airlines. This contract can be found at: http://content.flyfrontier.com/media/1283/cs_coc629.pdf
Once again, we do apologize that the customer service staff in Tampa may have not been polite or professional in providing you and your husband with assistance. Although our staff does provide travel assistance for passengers with disabilities or injuries, they are not trained to assist with medical situations and recommend passengers seek airport paramedic attention if they are in need. Nevertheless, this does not go without saying that they could have assisted you seeking medical attention and for that we apologize. However, this does not warrant additional compensation or reimbursement for this situation.
Thank you for your time and understanding. We hope that your upcoming trip with us proves to be a better experience for you and your husband.
Kindly,
[redacted]
Customer Relations Lead
Frontier Airlines

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

Dear [redacted] [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. Our records indicate that Customer Relations Specialist [redacted] responded to your email complaint on December 1st. For your records I have included that email below.

Dear [redacted],
I am sorry for the delay in responding to your concerns.
On behalf of Frontier Airlines, please accept our sincere apologies for the inconvenience our flight disruption caused [redacted] while traveling with us. Our number one priority is the safety and well being of our passengers and crew and periodically our flights have to be delayed due to this reason. However, that does not excuse poor treatment of our valued customers and I have logged your description of how the delay was handled.
My research shows a $100 voucher was issued to each passenger, which can be redeemed online for future Frontier travel. To redeem the voucher, visit www.flyfrontier.com and go through the flight booking process. When you arrive at the payment screen, select ADD VOUCHER HERE then enter voucher number: [redacted]
This voucher must be redeemed by 2/16/16, 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 the time and inconvenience lost, we hope that you will choose to fly with us again
Kindly,
[redacted]
Customer Relations Specialist
Frontier Airlines
[redacted]
Electronic Vouchers:
Are not redeemable for cash.
Must be booked within 90 days from date of issue.
Note: There are no restrictions on travel date.
Are one-time use, meaning there will be no remaining value after redemption.
May not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.
Are 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.
May not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.
I would also add that our Central Baggage team has reached out to you to discuss the baggage delay issue. Please contact them directly if you have any questions regarding that area of your complaint by calling: [redacted] Monday-Friday 8:00am-5:00pm Mountain time.

We hope to have the opportunity to restore your confidence on a future Frontier Airlines flight.

Kind regards,

[redacted]
Customer Relations Specialist
Frontier Airlines

10/04/2016 10:19 AM [redacted],I am very sorry, however once again, the only attachments that came with your email is your Frontier information. Please send your [redacted] receipts.Kind Regards,[redacted]Frontier Airlines  09/29/2016 11:01 AM Hello [redacted],   Thank you for emailing me...

back with new attachments. I was able to open these and saw you sent your Frontier Airlines authorization letter and your Frontier reservation confirmation.   Needed Information To authorize any reimbursement I will need a receipt for any airfare from another airline you booked due to this cancellation. As soon as I receive this document I will begin the reimbursement process.   Customer Service is Key I look forward to hearing back from you soon.   Kind regards,   [redacted] Frontier Airlines 09/28/2016 07:52 PM Hello [redacted],   My name is [redacted] from Frontier Airlines Customer Relations.   Your recent email was sent to me, however I cannot open your attachments. Your confirmation code [redacted] is for canceled flight [redacted] so I assume you are emailing us for reimbursement of your [redacted] fare due to this incident. I am very sorry for your travel disruption. I understand you're flying with us because you have to be somewhere on a certain day and time. That's a reasonable expectation! Please accept my apology for the inconvenience you experienced. It's never our intent to disappoint our passengers.   Can you please scan your documents and then respond to this email and attach them? If you do not have a scanner you can take a very clear picture of the documents and attach those photos to the email.   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. Look forward   Kind Regards,   [redacted] Frontier Airlines

Complaint: [redacted]
I am rejecting this response because: Frontier lied to me about seats. There were no seats available when I tried to pick a seat that did not  cost extra.  This is a bait and switch technique. I will NEVER EVER FLF THIS CROOKED AIRLANE AGAIN!!!!!!!!!!!!!
Sincerely,
[redacted]

Initial Business Response /* (1000, 11, 2015/09/19) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com Rebuttal.
I do apologize for unresolved miles added to your EarlyReturns account.
Please know the credit card promotions are all handled...

by Barclays.
Here is a link from our web site about the credit cards: https://content.flyfrontier.com/ways-to-save/mastercard
Please contact [redacted] for your miles at X-XXX-XXX-XXXX.
We look forward to welcoming you onboard many future Frontier Airlines flights.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 13, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
thank you for your response but it isn't [redacted] fault. They have bent over backwards with multiple 3 way calls to figure out where these miles are. They have sent them all. I need a manager from Frontier miles to call me as promised. I have received 2 promises that a manager will call me and I get blown off. As of now, there shows 290 on my account. I haven't received miles for June, July, and August. I need the miles on my account since there are many that are not included. Please help. Thank you
Final Business Response /* (4000, 15, 2015/10/11) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I emailed our EarlyReturns manager inquiring about your Barclay's miles and she contacted them and was able to get to the bottom of it.
Your 40,000 miles have been deposited into your EarlyReturns account. Right now as of today you have 41.329 miles in your account.
I hope this helps answer your question.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Complaint: [redacted]This is a step in the right direction but I do not want to mark this as resolved until we actually receive the check, because we were already promised that a check had been sent and assigned once in the past and it never came. Once we receive the check then we will consider this matter resolved.

Complaint: [redacted]
I am rejecting this response because: Frontier has not been consistent with their responses.  The original offer that expired was never put in writing.  We were not made aware that the original date of purchase was the date used to determine the expiration until after the voucher had expired.  Further more, the value of the recently offered vouchers was lessened.  Yes frontier offered something but they diminished the value which in my opinion is still poor customer service. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because like I stated in my initial statement, I was charged twice for my ticket.  A second charge of $98.00 was taken out of my account.  If you need proof of this I will be more than happy to send you a screen shot or whatever may have you of my bank statement showing this without any hesitation whatsoever.  I received 2 Confirmation numbers.  One was on 4/13. The Confirmation number was: [redacted]  The other was also 4/13, and the number was: [redacted], and being refunded for that $98.00 would most satisfying.  I do not understand why I was charged twice to begin with.
Sincerely,
[redacted]

03/08/2017 09:58 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond!   My Research My records indicate that a refund in the amount of $80.20 was processed to the card ending in [redacted] on Mar. 2, 2017....

This is the cost for your cancelled flight with Frontier Airlines.   Your Reimbursement Request We would be happy to honor your request for reimbursement for flying with another airline! As per the letter you received, we will reimburse up to $400 per passenger for flying with another airline, minus any refunds that were issued. Therefore, if you could send in a receipt for flying with another airline as well as the address you would like your reimbursement check sent to, I would be happy to reimburse you accordingly.   Your VouchersPlease know that we do value you as a customer. In an effort to make things right, you were issued a voucher in the amount of $200 to use towards future Frontier travel. Your vouchers expire on [May 29, 2017] 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. Come Back SoonThank you again for contacting us about your recent experience. I recognize my response to you 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.   I hope to hear back from you soon with your proof of purchase with another airline! Have a wonderful day, [redacted]!Kindly,[redacted]

Hi [redacted], I have voided the original vouchers that were associated with your reservation. Those numbers are no longer valid and hold no credit towards future Frontier travel. Additionally, I have created two (2) new vouchers for each member of your party that are valid for $400 each, as per your request. These vouchers are valid until January 2, 2019. Please see the the bottom of this email for additional voucher redemption details. xxxxxxxxx xxxxxxxx:  xxxxxxxxxxxxxxxxx  xxxxxxxxxxxxxxxxx xxxxxxxx xxxxxxxxx:   xxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxx xxxxxxxx xxxxxxxxx:  xxxxxxxxxxxxxxxxx  xxxxxxxxxxxxxxxxx Happy New Year, Customer Relations SpecialistFrontier Airlines

07/21/2016 12:21 PM Hello [redacted]I am a customer care specialist that has been assigned to your case.After reviewing your file I am happy to announce that we will in fact grant your refund.  We can do this one of two ways, I could send you a check for $66.20 or I could issue you a $100...

travel voucher for future use on Frontier flights.  The voucher could be in your name or I could split it $50 for you and your partner.I am sorry for the delay in this resolution but I look forward to hearing from you soon so we can try to resolve this issue as soon as possible. Kindly,[redacted]Customer Care SpecialistFrontier Airlines

10/27/2016 10:00 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Carry on Bags vs. Personal Items It is Frontier's policy to charge for use of the overhead bin. You are always welcome to...

board with one free personal item, to go under the seat in front. Think briefcase, laptop, purse. A free personal item must be smaller than 14"x18"x8", while a carry-on bag may be up to 10"x16"x24".   Our Apologies I apologize for the confusion regarding your check-in process, and the inconsistency between check-in. According to my record, you were each charged $40.00 for your carry on bags upon arrival. Further research indicates that you were charged $60.00 each on your reservation from March. You can review the charges from current and past reservations.   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!Kind Regards,   [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.
Sincerely,
[redacted]

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,
Steve [redacted]

Dear Mr. [redacted], Thank you for contacting Frontier Airlines Customer Relations and Central Baggage Service. We apologize that due to an unexpected amount of email contacts, we did not have the opportunity to respond prior to today. We apologize for the damage to your stroller when you recently...

traveled with Frontier. In spite of our best efforts, damages do occur because of the sheer volume of baggage and the nature of air travel. Damage complaints are taken at the airport baggage office within 4 hours of arrival so that an inspection of the bag can be made. You mentioned that you did speak with an agent during that time period. 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, or exclusions, of liability. We have attached a copy of our Contract of Carriage that pertains to Frontier's liability. As a customer service gesture, we are providing a $25.00 electronic travel certificate as resolution of the complaint. Attached are the instructions and information needed for the redemption of the $25.00 electronic travel certificate provided. The certificate is name specific, non transferable, non refundable and cannot be combined with additional certificates for a reservation. This certificate does not have any residual value if full value is not used. Please redeem your electronic travel certificate 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] - $25.00 certificate #18349481[redacted] Expires 04/22/2016 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] Central Baggage Services Frontier Airlines

05/05/2016 05:54 PM Dear [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.I apologize for any confusion regarding our award program. While it's true that you can book two round trip tickets with 40K miles, your...

desired dates and routing may be sold out. A limited number of seats are allotted for award bookings and these seats book quickly. Seats are released at the same time that flights are loaded for sale. There may be instances where our flights are not sold out, but the award seat allotment is full. Per your Membership Guide: https://www.flyfrontier.com/ways-to-save/frequent-flyer/membership-guide/ The mileage and fees shown below apply for Economy awards booked at FlyFrontier.com and represent the minimum mileage levels required for award redemption. Mileage requirements are higher during peak periods. An additional Reservation service charge of $10 will apply to all Economy award redemption made via our reservations call centers.  Respectfully we are unable to honor standard award rate of 20K for your specific travel unless you are flexible and wish to change your travel time on 7/27/16 from MCO to DEN to departing at 8:25pm for 10k and return on 8/10/16 from DEN to MCO to departing at 11:59pm. Please let us immediately as mileage ticket do sell out. Sincerely,[redacted]EarlyReturnsFrontier Airlines05/06/2016 02:00 PMDear [redacted], I understand your preferred travel times. My point is there are flights at the 20k miles, but just not the one's that work better for you and your wife. When the standard seats sell out, we continue to offer award seats at the higher mileage rate instead of not offering them at all.  Unfortunately, I cannot make award seats available and can only offer what you see as being available in our system. I have shared your disappointment with the Marketing team for future consideration. Sincerely, [redacted] Customer Relations SpecialistFrontier Airlines