Frontier Airlines, Inc.

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.

01/16/2017 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

Initial Business Response /* (1000, 5, 2015/05/28) */
[redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
My records indicate you initially filed your complaint with Frontier Airlines on 3/5/15. Our...

agent [redacted] responded on 3/11/15, and advised she would process a refund in the amount of $202.10 for reservation code [redacted] There were several additional emails exchanged between the two of you in regards to the processing of your refund. Please review her last response to you on 5/14/15 below:
This is the response from revenue accounting copied below,
Thank you for the inquiry. This was rejected back from the bank due to the credit card date we had on file. We have changed the date and are resubmitting for refund. I apologize this did not process on 4/16/15 as posted however, when the date of the credit card has expired the system is to overlay with a new date and when I verified the transmission this did not happen. Thus I have manually changed the date and am submitting tonight for upload.
There definitely has been some issues. Again please accept my apologies. I hope this will resolve the issue.
Kindly,
[redacted]
Frontier Airlines
Customer Relations Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Friday, May 29, 2015 8:36 AM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
This matter has been resolved.

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

(The consumer indicated he/she DID NOT accept the response from the business.)
they know they are wrong and I'm looking for full refund of 2nd airline ticket purchase

Complaint: [redacted]
I am rejecting this response because: I am looking for a full refund not credit to Travel again with the airline. I can not afford to Travel again since I lost money on the hotel and my dog's sitter because of the cancellation.The credit should have been offered on the day I called about the accident.I am going to dispute with my credit card company since the Airline was poorly solved the problem.
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]

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

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

> 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 taking my phone call earlier this morning. As we discussed, > I've allowed an exception and cancelled and refunded one of the checked bag > options you purchased in error. > > We look forward to welcoming you on board soon. > > Kindly, > [redacted] > Customer Relations Specialist > Frontier 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

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

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!

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:  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]

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]

09/30/2016 09:31 AM  Dear [redacted],   Thank you for contacting Frontier Airlines Central Baggage Service.   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   We are sorry to hear of property missing from...

your checked baggage when you traveled with Frontier.   Missing item complaints need to be reported within 24 hours of receiving your 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 Baggage Claim Limits for your reference.   To date we have no record of Frontier being contacted on or before June 16, 2016, only a Lost Item Report submitted on June 21st.  Those reports are not designed for reporting items missing from checked luggage, but for items left in the airport, cabin of the aircraft, or may have fallen out of luggage.  To date, our Lost and Found Department has not received any footwear matching your description.   If you would please provide us with any other documentation showing contact before 1036 p.m. on June 16th, such as a copy of your phone records showing calls to Frontier, or a manual claim form,  we will be able to proceed with your claim.    Please scan and e-mail your supporting documents to us at: [redacted]   If a [redacted] notice was in the bag, we advise that you contact [redacted] and make a claim. You may contact [redacted] at [redacted] or via phone at ###-###-####.   If you are unable to provide the needed documentation, and the baggage issue is still outstanding, please contact Frontier Airlines Central Baggage Service office directly at: ###-###-####, Monday-Friday 7:00 am-4:00 pm Mountain time, and a report will be taken for our Security Department.  To date we have no record of you contacting our office.   Regarding your issues with additional charges, our records show your ticket was purchased through a third party vendor, [redacted].  They are required to provide you with that information when reserving and purchasing your ticket.   All travel information and answers to your questions is also available on our website af FlyFrontier.com.  As far as your request for a full ticket refund, Frontier does not refund tickets once travel has been completed.   As a customer service gesture, and for your inconvenience, we would like to offer you a $100.00 electronic travel voucher.  The voucher has a six month book by expiration date, but can be booked out as far as our schedule allows.  Normally about another six months.   Please let us know if you would like to accept the voucher.  If you prefer, we can also issue two $50.00 vouchers, but will need to know the name of the other person that would be traveling.   Your concerns have been made available for review by our management. Managers are asked to review all feedback and use it to implement product and service enhancements.   Frontier appreciates your business and hopes to see you on a future flight under more pleasant circumstances.   Sincerely,       [redacted] Central Baggage 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]

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]