Frontier Airlines, Inc.

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]

Complaint: [redacted]
I am rejecting this response because: I also lost my hotel reservation in Phoenix, due to a Gate Agent who was incapable of making an Executive decision! Also, I paid for two separate flights. Reimbursing me for Frontier is great, although I had to pay for my flight to Phoenix on another airline, due to the gross negligence of Frontier's Airline employee. How can you deduct a flight I paid for out of my pocket for the negligence of their airlines and basically say to the consumer " I will give you 10% of what you spent, but not the other 90%? I will not settle until I receive:$137.00 [redacted] flight from San Antonio to Phoenix$69.00 Hotel (cancelled in Phoenix)$14.49 Meal (San Antonio)$250.49 Total Due [redacted]:
Sincerely,
[redacted]

09/19/2016 11:51 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   On behalf of Frontier Airlines, I sincerely apologize for your delayed/ lost bag and the lack of common courtesy...

exhibited by the airport staff hired to help you. Management is aware of your complaint and takes these matters seriously. We have not received your bag in our warehouse to date. On September 8, 2016, I sent you claim forms so that we can start the claim process while we continue to search for your bag. Please print, complete, and return those claim forms ASAP. Once we received your completed claim forms, we can start the process to compensate you for your lost luggage in the event that your luggage is not located.   Should you have further questions and/or concerns, please feel free to contact Central Baggage at [redacted].   Sincerely, [redacted]   CENTRAL BAGGAGE SPECIALIST Phone: [redacted] www.FlyFrontier.com

Dear [redacted]We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Please accept our apologies for the flight cancellation you recently experienced. It's never our intention to inconvenience our passengers.Passengers that...

qualified for accommodation on another airline were indeed sent a re-protection email. However, passengers must follow the exact steps outlined in the letter which includes calling a specific number for the re-protection within a given timeframe.Unfortunately, we are unable to assume liability for the amount you spent to arrange alternate travel. Nevertheless, we've refunded the amount of your ticket for $39.00 to your Visa card ending in [redacted]. Please allow up to 7 days for the airline to process the refund. After Frontier Airlines completes the refund, your bank will take a few days to post the funds to your account.Along with our sincere apologies, we have issued an electronic voucher in the amount of $200.00, which can be applied towards your next Frontier Airlines flight.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 October 11, 2016, but you do not have to travel within this timeframe. Future travel may be booked as far out as Frontier's schedule allows.While we recognize this does not change your experience, we hope that you will choose to fly with us again.Sincerely, [redacted]Reservations SpecialistFrontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for letting us know about your flight from Dallas to Denver on January 31st. I'm sorry to hear about how the flight delay you experienced...

impacted your travel plans. Our ApologiesI regret any frustration when arriving at the airport early, only to find the counter closed. My records indicate that your flight was scheduled to depart at 5:40 AM, so our agents should have arrived at the counter at 3:40 AM. I'm really sorry to hear that they were not there right on time, although we do appreciate you letting us know about this. My records show that our airport agent successfully checked you and your baggage in at 3:50 AM. 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. It's never our intent to disappoint our passengers. Ground OperationsIn the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule. We Care About YouI understand your frustration with the flight disruption you experienced. Because you flew your flight to Nashville, your reservation doesn't qualify for a refund. However, we’d like to offer you a voucher (#xxxxxxxxxxxxxxxxx) for $25 to win your confidence with us back. Your voucher expires on May 7, 2018, 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. We Value Your BusinessThank you again for contacting us about your recent experience. I recognize this 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. Regards,Customer Relations SpecialistFrontier Airlines

Response Email   03/09/2018 10:34 AM   Dear Mr. XXXXXXX,   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.   I understand changes to your plans can be frustrating and although schedule changes are an industry practice, here at Frontier Airlines we make every effort to minimize these changes. Some updates are necessary for operational purposes, and can even reduce costs. We appreciate your cooperation as these changes will allow us to pass the savings on to our customers by continuing to offer the lowest fares in the industry.   You were notified as soon as the schedule change was made to the flights. All passengers are notified at this time. Unfortunately, you had just booked. You would not be able to see the flights online as they are no longer available.   Respectfully, we understand the new time may not work for your schedule so a full refund is provided. We hope you will use the vouchers and allow us another opportunity to restore your confidence in our service.   Sincerely,    Customer Relations Advocate Frontier Airlines

Response Email   02/13/2018 11:14 AM Dear Mr. [redacted],   We have received your correspondence as submitted to the Department of Transportation and Revdex.com and appreciate the opportunity to respond.   Please accept my apology for any inconvenience the schedule change...

created for your June travel from Des Moines to Orlando. I understand your concerns with the time changes traveling with a little one.   In reviewing I see your refund has been processed. As mentioned it can take up to 7 business days to appear on your side depending on your financial institution. We do our best to notify passengers as soon as possible when we have a schedule change so if the new time does not work you can make other arrangements. Respectfully, we do not accommodate to another carrier with the schedule change however we have provided each of you with a $75.00 travel voucher for a future Frontier flight. I've included the numbers for easy reference.   xxxxxxxxxxxxxxxxxx [redacted] xxxxxxxxxxxxxxxxxx [redacted] xxxxxxxxxxxxxxxxxx [redacted]   Again, I apologize, I hope we can earn your trust in our service once again.   Sincerely,    Customer Relations Advocate Frontier Airlines

Initial Business Response /* (1000, 10, 2015/06/02) */
[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 5/19/15....

Our agent [redacted] responded to your complaint on 5/25/15. There have been several additional correspondences between you and [redacted] in regards to this matter. She has advised that she was unable to grant your request for a refund. As is the case with all tickets that have been flown, once a ticket has been utilized, it is not refundable.
Our compensation is based on a time oriented matrix in relation to the ticket type of each passenger, compensation is not negotiable. Frontier Airlines does not issue monetary compensation for delays or cancellations. You may review our Compensation Chart and our Contract of Carriage at www.flyfrontier.com. This information is available for all passengers to review before purchasing a ticket.
As previously advised, you were issued compensation in the amount of $100 for this delay. Your compensation will remain in our system for redemption until it expires on 8/15/15. Although vouchers must be redeemed by the expiration date, you may book future travel out as far as Frontier's schedule allows.
We hope to have the opportunity to restore your confidence in our service. Thank you for taking the time to write.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines
Initial Consumer Rebuttal /* (3000, 12, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]
Again, thank you for your kind response. I appreciate you taking the time to respond to my complaint with corporate and impersonal company regulations.
As I told [redacted] I understand now what kind of company I chose to trust with my money and time. It has been made obvious to me that Frontier Airlines does not care about its' customers at all. I would expect that after the horrific experience I had, that Frontier, as a respectable business, would feel obligated to refund my money.
Like I said, I see now, that I was very wrong about Frontier Airlines. Unfortunately for me, and every other working class American, they only care about one thing: their own profit.
For this (and other) reasons, I will be making absolutely sure that everyone knows what they're getting with Frontier Airlines. I will be posting my experience and my review on every social media site online. I want there to be no mistake regarding how Frontier Airlines treats its paying customers.
Thank you again for your response to my refund request. I will make sure no one else makes the mistake of putting their faith in Frontier Airlines.
Respectfully,
[redacted]
Final Business Response /* (4000, 14, 2015/06/17) */
Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.
I sincerely apologize that your travel plans were interrupted. In the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather or other interruptions to routine performances are unavoidable. This is a situation faced by all airlines and, try as we might, no air carrier can guarantee that all flights will depart or arrive on schedule.
Frontier is able to provide compensation in the form of travel vouchers as a means to resolve our service issues. According to our records, you were issued a $100.00 travel voucher as a gesture of our apology for the inconvenience you experienced with our delayed flight.
In order to ensure that all carriers remain focused on safety, aviation regulations do not require airlines to pay compensation for consequential expenses because of delayed or canceled flights. This would include such items as hotel accommodations, meals, personal expenses or refunds on tickets that have been used. Although we are truly empathetic to your request for a refund of your flown flight, we will be unable to do so. We understand that this may not be the answer you expected, and we are sorry to disappoint you.
Sincerely,
[redacted]
Customer Relations
Frontier Airlines

/31/2017 09:47 AM Hello [redacted],   Thank you for contacting Frontier Airlines.  We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.  We apologize for this incident and certainly do understand your...

frustration at this time.   According to our records and the TSA records we have received, Mr. [redacted] did let the Frontier ticket agent know that the urn was in the checked bag.  The Frontier Agent did say that it was okay for a urn to be in a checked bag and put caution stickers on the bag.   The TSA stopped to inspect the bag because the bag caused an alarm.  They opened the bag and discovered the urn packed in a what appeared to be a cardboard container and the inside of the bag was filled with a dusty content.  The cardboard urn was removed and put into a plastic bag and the passengers were alerted.   Per our Contract of Carriage ) Crematory remains (human or animal) may be transported as carry-on or checked baggage subject to the following conditions: a) The container must be made of a material such as wood or plastic that can be successfully screened by the TSA. If the container cannot be screened, it will not be allowed.   You were contacted by a Frontier Gate Agent and made aware of the issue with TSA.  You were escorted to the TSA area where you discovered the urn came open and the contents were spilled in the inside of the bag.    According to the email you sent to us, the urn was in your hand and you physically put it in the checked bag at the ticket counter in front of the Frontier Agent.  According to the TSA report, Mr. [redacted] was very clear and self-disclosed to the Frontier Ticket Agent ([redacted]) that there were human remains enclosed in his checked baggage.  Mr. [redacted] asked the agent if he should carry-on the container or leave inside checked baggage; the agent indicated checked baggage then placed a fragile sticker on bag.   The urn was not packed properly in the checked baggage and therefore Frontier Airlines will not accept any responsibility for this incident.  Again please accept our apologies for your inconvenience.   Sincerely,   [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Initial Business Response /* (1000, 10, 2015/05/25) */
[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 address your concerns.
Upon review of our records, I...

determined that you filed your original written complaint with Frontier Airlines on 3/6/2015. Our agent [redacted] responded to your complaint on 4/1/15. We also received an email on 4/27/15 and it was responded to on 4/27/15. Our agent advised of our policy and advised a refund could not be issued for the price difference.
There are only a certain number of seats available for the current prices reflected, and the fare may change as seats are being purchased by other passengers. Therefore, our reservation agents are unable to manipulate the system once the seats are no longer available at a displayed price. The price will no longer be available in their system.
We apologize that you were unable to receive the sale price on your selected route. Unfortunately, your tickets were purchased before the promotion was offered. Frontier Airlines does not offer a refund for the difference you paid for your tickets when a cheaper price is offered on a route our a third party website. Your tickets were purchased at the lowest price available at the time of booking.
Our fares are subject to change at any time (even multiple times in the same day) due to availability, demand, sales, etc. You can sign up to receive alerts for sale fares and promotions at www.flyfrontier.com.
Thank you for taking the time to write. We hope to have the opportunity to welcome you aboard future Frontier Airlines flights, under more pleasant circumstances.

Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines

02/07/2017 09:38 AMDear Mr. [redacted],Per our last telephone conversation, I've escalated your case to the [redacted] management. I received confirmation that check number [redacted] in the amount of $89 was mailed on 1/2/2017.Please contact me here in Central Baggage as we may need to stop payment on that check and re-issue you a check through corporate.Sincerely,[redacted]
[redacted] [email protected]

Complaint: [redacted]
I am rejecting this response because we still don't have our bag, have had to call multiple times each day and each day are told someone will call us and yet no one does. 50 dollar vouchers do no good because I will never fly this horrible airline again! I want a refund instead of a voucher and I want my bag or immediate reimbursement for all its contents and the brand new suitcase that you lost!
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,
[redacted]

[redacted],
Our Leadership team has reviewed your incident and as a gesture of apology a $100 voucher has been issued to you, which provides a discount on your next Frontier Airlines flight.
Frontier does have the right to change it's flight schedule without prior notice to the customer. We are not...

excusing the inconvenience and frustration this causes our customers but this is an acceptable policy in which we will do our best to remedy the situation with re-accommodation the day before or the day after on a Frontier Airlines flight or issue a refund.
To redeem your voucher, visit www.flyfrontier.com (http://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 March 20, 2016, but you do not have to travel within this timeframe. Future travel may be booked out as far as Frontier's schedule allows.
[redacted]
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.

02/07/2017 09:22 AM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Your claim has been escalated to the corporate level. Our ultimate goal is to reunite you with your missing luggage....

However, in the unlikely event that we are not able to locate your missing luggage, we want to compensate you appropriately.  I have attached the claim forms needed to start the claim process. Please print, complete, and return these forms within 10 days. Should you have further questions and/or concerns, please feel free to contact Central Baggage at [redacted]

Hello [redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. We're Here to Help! I apologize if our policy was not clearly explained. Our 24 hour cancellation policy applies to flights that are cancelled within 24 hours of booking and are more than seven days from flight departure. Therefore, this policy does not apply to flights rebooked after a cancellation, as these fall within the seven day cut-off.   What I Can Do As a customer service gesture, I have extended all three of your vouchers from the recent cancellation. The vouchers listed below must now be redeemed by December 31, 2017, and may be used to purchase travel as far out as our schedule allows. [redacted]    [redacted]      [redacted]    [redacted]      [redacted]    [redacted] We Value Your Business I hope the voucher extension helps you and [redacted] utilize the vouchers more effectively! I believe your next experience with us will be a vast improvement.   Kindly,   [redacted] Customer Relations Specialist Frontier Airlines   [redacted]Just follow these simple steps to redeem your voucher:1. Visit www.flyfrontier.com and select your flight.2. On the payment screen, select Have a Voucher from Frontier? Add Voucher Here, enter your voucher number in the field provided, and select Apply Voucher.  •  It’s not redeemable for cash.  •  It must be booked within 90 days from date of issue.        Note: There are no restrictions on travel date.  •  It’s one-time use, meaning there will be no remaining value after redemption.  •  It may not cover the entire value of the purchase. Any remaining balance due must be paid by the customer.  •  It’s not transferable and may only be redeemed in the name of the passenger to whom it was issued.  •  The name on the new reservation must match the old reservation exactly.  •  It may not be applied toward group bookings or paid options such as baggage, change fees, seat assignments, or other charges.

08/12/2016 05:31 PM Hello [redacted] We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. Thank you for taking the time to share your experience with us. Third Party Booking We work hard to ensure everyone knows what to expect...

before making their purchase with us. When booking directly at Frontier Airlines there are multiple pop ups that disclose all anticipated fees before getting to the payment page. I'm sorry you did not have the opportunity to review expected costs before making your purchase with Apple Vacations. For our We have fully disclosed our pricing structure to all third party agencies and while they are required to provide this information during booking, often times the information is not as clear as it is on our website. For our full baggage policy, visit https://www.flyfrontier.com/travel-information/baggage/. 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 as long as they REIMBURSE me for the new flight I had to purchase within 15 days, as well as, give me my full refund for their canceled flight! If not, I will reopen this case. 
Sincerely,
[redacted]

Dear Mr. [redacted],

We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.

Our records indicate your $99 refund was set up December 29, 2015 to credit card ending in [redacted].

Regards,

[redacted]
Customer...

Relations
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]