Frontier Airlines, Inc.

Complaint: [redacted]
I am rejecting this response because:  the outcome frontier is willing to provide is unacceptable.  I received the check after no response for weeks and after submitting the complaint.  Frontier contacted me directly a couple days ago and I asked for no further response.   I do ask that the Revdex.com give my complaint an unsuccessful resolution and unfavored response.  I am happy with their outcome and decline the voucher they offered for ruining and entire family vacation.  Frontier doesn't deserve to be in business.  
Sincerely,
[redacted]

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

Hello [redacted],   I hope you had a wonderful Labor Day weekend.   Our Apologies After speaking with my manager we are unable to offer additional compensation. As per your Revdex.com request, we reissued your vouchers. We could not find any record of a representative offering a refund for the change fee however.  I know this is not the response you were hoping for, but I hope you will understand.   Safety is Our Priority I can assure you [redacted], we treat any threat to security with the utmost importance. Your message and situation have been passed onto management for review to ensure something like this does not occur in the future. I encourage you to give us another opportunity to make up for this experience. Have a wonderful Thursday.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines

Initial Business Response /* (1000, 6, 2015/10/11) */
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 error that occurred while booking your reservation. I agree in stead...

of pointing finger at what took place in the booking process. As a customer service gesture I have issued you a $60 electronic voucher for future travel.
As a gesture of apology, we have issued an Electronic Travel Certificate in the amount of $60.00 which provides a discount on a future Frontier Airlines flight. Please review the terms and conditions below. To redeem your electronic voucher, visit www.flyfrontier.com and simply go through the flight booking process. When you arrive at the payment screen, select Electronic Travel Certificate from the drop-down list of payment options and enter voucher number.
Name: [redacted]
Expires: 1/8/2016
Certificate number:XXXXXXXXXXXXXXXXX
Regards,
[redacted]
Customer Relations Specialist
Frontier Airline
Electronic Vouchers:
It's not redeemable for cash.
It's valid for 90 days from the date of issue and may not be extended.
It may not cover the entire value of the purchase.
It may be used only once, so there will be no remaining value after redemption.
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.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Yolanda, I do really appreciate kind gesture but I can't guarantee I will be able to use it within 90 days as I have a baby on the way in December. Can this be given in a gift card format or used with no expiration date, as that would be perfect, because like I said I will most definitely fly frontier again.
but again, 90 days is not long and I don't want to rush to use it. If it can't be a credit on my CC, I'd really like the $60 to have a non-expiration or at least a year.
I appreciate your help.
Final Consumer Response /* (2000, 11, 2015/10/16) */
I accept customers solution. They extended voucher to July 2016.
I accept, thank you!

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Our ApologiesI'm sorry to hear that you weren't aware of your card being declined. In addition to the red error message that pops up, it also says "card...

declined" in red at the bottom of the emailed itinerary. I can understand your frustration with not seeing either of these. As stated before we are unable to honor the previous flight price. I know this isn't what you wanted to hear and I'm sorry this is the case. I have logged your remarks for review by our policy team. We hope to welcome you aboard soon.We place a high value on maintaining lasting relationships with our passengers. I can assure you that your experience isn't typical of the high standards we strive to maintain. As a customer service gesture I created a $25 voucher to help ease the burden of the fare difference. Voucher [redacted] must be redeemed by 4/21/17, but you do not have to travel within this timeframe. I recognize this doesn't change the time and convenience lost, but we hope you'll choose to fly with us. Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

07/24/2016 12:01 PM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We're Here To Help! My records indicate that the refund for your bag has been issued. The $35.00 has been refunded back...

into the Visa we have on file ending in [redacted]. The transaction from our part was done on July 19, 2016. It might take a couple days for the funds to show back to your account.   We appreciate your patience and hope to have the opportunity to provide a better traveling experience in the future.Kindly,[redacted] Customer ServiceFrontier Airlines

Initial Business Response /* (1000, 6, 2015/05/05) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
We apologize for any inconvenience due to the cancellation of flight [redacted] from...

Philadelphia to Tampa. Our records indicate a refund in the amount of $435.20 was set up on April 10, going back to credit card ending in 6082.
We certainly value you as a customer and look forward to serving you aboard a future Frontier Airlines flight.
Regards,
[redacted]
Frontier Airlines
Customer Relation
Initial Consumer Rebuttal /* (2000, 8, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Customers shouldn't have to go through extreme measures, as I went through, in order to get reimbursement for incidents caused by Frontier airlines. I have received the reimbursement, and special thanks to Revdex.com for looking into the issue.
I would hope Frontier Airlines CEO and employees improve their services, be straight forward with their customers, fulfill their end of the bargain, and stop taking advantage of people who have paid for a service and expect a company to deliver.
Thanks to Revdex.com for helping resolve this matter.

01/23/2017 09:34 AM Hello Mr. [redacted],Thank you for contacting Frontier Airlines.I understand how upsetting this issue is to you at this time.  However I am asking you to provide me with the same receipt you say you have provided Frontier before.  If you can attach the...

receipt I've asked for, the way you've attached the screen shot of the hold time you have experienced, it would be very helpful.As of right now, our records shows no charge for bag fees.  We are not asking you to hold we are asking for the bag fee receipt.Thank you,[redacted] Frontier AirlinesCentral Baggage Service  01/19/2017 02:53 PM Hello [redacted],   Thank you for contacting Frontier Airlines.   As previously stated our records show that there was never a payment collected from you for the two checked bags for Frontier Airlines.   If you still think our information is not correct please provide us with the credit card statement for the two checked bag fees.  Bag fees were not included in the original ticket payment.  We show that two free bags were added to your reservation prior to the departure date.   Thank you again for contacting Frontier Airlines.   [redacted] Frontier Airlines Central Baggage Service [redacted]

01/16/2017 03:19 PM Hello [redacted],We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.My research shows that, when Flight [redacted] was cancelled on December 22nd, all of the members on this reservation were rebooked on Flight 2098 ([redacted]) for the following day, December 23rd. It is in reference to this flight that the members of your party are listed as "No Show." There are no notes indicating that a refund was requested.However, in light of the additional information you have provided, I can determine that you made a good-faith effort to cancel your return trip and have received permission to reimburse the remaining $486.30 for the reservation in question. Please provide me with the name and mailing address of the person who paid for the reservation and I will be happy to process your reimbursement right away.Please be assured that I'm making your description of how the situation was handled available to our Las Vegas station manager for follow-up. We want to ensure that your experience isn't repeated!I look forward to your reply.Sincerely,[redacted]Customer RelationsFrontier Airlines

Response Email   10/27/2017 12:22 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Our Apologies While information regarding our baggage fees is available under the Travel...

Information portion of our website, I understand that you feel this information was not properly conveyed. I will forward your feedback along to management for review.   Your Refund As a customer service gesture, I have refunded your baggage fee of $50 to your [redacted] ending in XXXX. Please allow 5-7 business days for this to reflect on your account.   Come Back SoonWe appreciate your feedback as we are always seeking ways to improve as an airline. I'm confident your next experience with us will be a good one!   Regards,[redacted]
[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,
[redacted]

11/01/2016 08:39 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We apologize for the delay of your luggage when you travelled with Frontier Airlines. We apologize for the inconvenience...

you experienced.   Our records indicate your luggage has been restored to you at this time. If you have original receipts for interim clothing and toiletry items purchased during the delay, they may be mailed-in to the following address for our management to process. You may reach our Central Baggage Service office directly: ###-###-####, with any inquiries.   Frontier Airlines, Inc. Attn: CBS 7001 Tower Road Denver, Colorado 80249   Central Baggage has requested a refund of the $25 baggage fee you paid. The refund will go back to the original form of payment.  Please allow two credit card billing cycles for this process.   At Frontier Airlines, we appreciate your business and we look forward to serving you on a future flight, under more pleasant circumstances.   Sincerely,     [redacted]

Initial Business Response /* (1000, 6, 2015/08/17) */
Dear Mr. **,
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Please accept my apology for any confusion regarding the terms of the Economy fare you...

purchased. The Economy fare does have a fee to make a change and any applicable fare difference. With our low fares it can be more expensive to make a change than purchase a new fare. The change fees equal the amount of the fare purchased so there is no credit left to apply to a new fare. We do offer a refundable fare if you feel your plans may change. This allows you the option to make a change with only the fare difference of if need refund in full.
Respectfully we would not refund a non refundable fare.
Sincerely,
[redacted]
Customer Relations Specialist
Frontier Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
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]

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]

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]

Dear Ms. [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns. We are working with our Web Team to ensure that no false information has been shared on our website. We would like to review the call...

you made to our Reservations Department. Please forward us the number the call was made from along with the date and time. We look forward to assisting you. 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]

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]