Frontier Airlines, Inc.

09/06/2016 12:26 PM  [redacted],I contacted our Early Returns Coordinator and the 2 certificates you have received are valid for 1 week car rental each with [redacted].I also called and spoke with an agent at [redacted] ###-###-#### and with the 1st attempt she did get an error...

saying coupon search no longer available but she entered the code the 2nd time and it took it. She also verified the 2nd coupon and it worked with no errors.Please contact [redacted] to make your reservations the codes are correct.[redacted]Customer Relations SpecialistFrontier 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]

10/20/2016 12:06 PM Dear [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   When a flight is cancelled or delayed due to weather, Frontier does not reimburse expenses or provide compensation. ...

We would not be able to reimburse your hotel.   You were provided compensation for this trip.  I authorized a free bag in each direction as a customer courtesy.  Because the return flight was cancelled due to a controllable issue, you were provided 2 $200 travel vouchers and rebooked.  I would be able to void your vouchers and re-issue them to extend them to allow time for you to be able to use them.  Your vouchers both expire on December 28, 2016.   With kind regards,   [redacted] Customer Relations Frontier Airlines

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.

09/29/2016 02:17 PM [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I found a previous record of this complaint, which was addressed back in May. I'm very sorry if you are still dissatisfied with our...

response in this matter.   Frontier has a hard earned reputation of providing excellent customer service and it’s disappointing when we receive reports of anything less than that. Thank you for the follow up.   I can see that you are still very upset by the incident and I'm sorry for what happened to you. Your account is that a drunk man touched you in an unwanted manner and that you were further insulted when the flight attendant was threatening and clearly more concerned with your use of profanity, than the drunk man himself. I understand.   As was stated in the correspondence sent you in May, we did log you account of the incident and informed the In-Flight Managers of your accusations.   An internal investigation was conducted and while all communications, both verbal and written, between Frontier Management and our employees are necessarily proprietary, we are grateful to you for sharing your experience with us. Be assured any necessary action was handled by In-flight Management.   Although this cannot change the experience you had, as a gesture of apology, I have issued you a $50 voucher ([redacted]). This voucher must be applied towards a future flight before the end of this year, but you may book travel out as far as Frontier's schedule allows. I hope to prove we can do better!   Kindly,   [redacted] Frontier Airlines

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]

Response Email   12/05/2017 06:36 AM Hello [redacted], We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns.Due to the circumstances we are unable to issue any refund due to the claim you submitted with your bank on November 16th, 2017. This claim has to be settled between your bank and our accounting department. I am so sorry for the inconvenience this has caused you. Claims like the [redacted] you submitted do not allow us the capabilities to submit any refunds.   We appreciate your response and we are sorry that we are not able to assist you in the way you were hoping.   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

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]

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]

Initial Business Response /* (1000, 9, 2015/09/11) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records show that flight ** left the gate at 4pm which was the scheduled...

departure time. It landed 12 minutes behind schedule and was parked at the gate 10 minutes later. We regret that the remaining 53 minutes of connection time was not enough for your party to clear customs and make the your scheduled connection.
When a passenger accepts an alternate destination instead of waiting for the next available Frontier flight, the passenger also accepts liability for any consequential expenses associated with that change. We are not able to honor your request for reimbursement, as there was no authorization in your reservation. We apologize for any misunderstanding.
We regret that your bags were not properly rerouted with you, and apologize for the inconvenience.
We hope that we have the opportunity to fly with you again in the future, under more favorable circumstances.
Kind regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

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

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

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

12/24/2016 10:26 AM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Thank you for contacting Frontier Airlines Customer Relations about your flightdelays. You are correct. Your delay,...

although the indirect result of the past storm, is our responsibility. We are fully staffed for normal operations. However the past storm has cause our crews to work until they "time-out." That is, they can only work so long before taking a mandated rest. Our RegretsFirst, I just want to say on behalf of Frontier, we are so very sorry. We’ve had hundreds of disrupted flights over the past few days and we know this is has been incredibly inconvenient and frustrating. We are focused on providing a good experience to our customers and we know we failed to meet this commitment to you.Weekend Weather EventLet me take a moment to explain as much as I can, why this happened.  This last weekend we faced severe weather across the US, especially in Colorado. And although the weather problem was short, it forced several delays and ultimate cancellations. While we tried continued to get flights out and back on schedule, crews and airplanes were not in the correct locations and we couldn't successful get them where we needed them. This had a ripple effect that we are still seeing today and caused more delays and cancellations.   Your Compensation You were issued a $100 voucher for your initial delay. This voucher [redacted], must be redeemed by 03/21/16, but you do not have to travel within this time frame. Redemption instructions are below the message.   I am sorry, we do not refund fares for flights that have been taken. I do see you have been refunded for your seat fees for your one leg.We Value Your BusinessOnce again, I am sorry for the travel disruption you experienced. All of us at Frontier are working hard to improve our service and we hope you will give us another try. I am sure your next flight will be a great one.Kind Regards,[redacted]Frontier Airlines

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

[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.

11/01/2016 07:01 PM Hello [redacted]   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I would like to apologize for the cancellation of your flight. I understand your bags did not fly, out policy state that we don't issue refunds after bag had been purchased. As a customer service gesture I have refunded back your baggage to the Master Card we have on file ending in [redacted] Please allow a couple days for the funds to show back into your account.   Thank you for your patience.   Kindly,   [redacted] Customer Service Frontier Airlines

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

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