Frontier Airlines, Inc.

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

09/29/2016 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

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]

05/16/2016 08:36 AM [redacted] was a duplicate booking you made through a travel agent. The $98.00 has been refunded to the credit card ending in [redacted]. Please allow one to two billing cycles for that to occur.Kindly,[redacted]Customer Relations SpecialistFrontier Airlines

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

Response Email   10/09/2017 12:45 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 regarding the cancellation and refund of your October 19, 2017...

flight traveling from [redacted] to [redacted]. I understand your concern about traveling to [redacted] in wake of the hurricane, and I am happy to help.   Your Refund Due to the circumstances of the situation caused by Hurricane Maria, we are going to issue a full refund in the amount of $244.50 back to the card ending in XXXX. Please note that once the transaction has been processed by us, it may take a few days to post to your account, depending on your bank's practices.   Come Back Soon!I apologize that your are unable to take your trip to [redacted], and our hearts are with the people of [redacted]. I highly encourage you to give us the chance to impress you on your next flight, as I'm confident your next experience with us will be a good one!  Regards,Customer Relations SpecialistFrontier Airlines

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

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

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

[redacted],   We have received your rebuttal as submitted to the Revdex.com and appreciate the opportunity to further address your concerns. On July 21st you called our reservations department to change your flight schedule. The ticket you purchased was an Economy ticket and we charge a fee to make changes on your reservation, this fee is not refundable.   According to Frontier Airlines Contract of Carriage if a flight is delayed or cancelled a passenger is offered the next available Frontier Airlines flight, if the next flight option is not for several days the passenger can request a refund of the unused portion of their ticket.   Frontier will have no obligation to provide transportation on another carrier or to reimburse a passenger who chooses to purchase a ticket on another airline.   Your tickets were refunded and Frontier issued a voucher in the amount of $200 for the flight cancellation. We will not provide any further compensation or reimbursement for your expenses regarding the other airline tickets you purchased.   I am sorry to hear that you are not satisfied with the resolution that was offered. It is never our intention to be insensitive to our customer’s opinions regarding their experience with Frontier Airlines.   I do show that your concerns regarding your delayed bags were handled by our Central Baggage department.   The airline has guidelines and policies in place to help ensure that all passengers are handled in a consistent manner for most situations that are encountered. I understand this may not be the answer you were hoping for and regret any disappointment.   Sincerely,   [redacted] Customer Relations Specialist Frontier Airlines

02/18/2016 09:00 AM [redacted],Although our agents are required to enforce carryon size limits and collect applicable fees, they are required to do so in a professional manner and I'm sorry that was not the case. Your comments will be passed along to the employees management team. I'm sorry you are...

not satisfied with our resolution in this matter. 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 and  fees appropriately charged are not refundable, non could she have avoided the fee by placing her purse inside her carryon, as her carryon exceeded 8x14x18 as documented in her file. I understand this may not be the answer you were hoping for and regret any disappointment. Sincerely,[redacted] Customer Relations SpecialistFrontier Airlines

03/29/2017 04:27 PM Hello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   I'm sorry for any confusion surrounding the reservation you booked on online on March 18.   According to your records, you...

booked flight [redacted] for travel from [redacted] to [redacted] on March 29, a week after the day you arrived to our [redacted] ticket counter.   The fare you purchased was in the amount of $48.20. On March 22, our agent collected an additional $264.00 for 3 checked bags and the same day confirm fee. These two amounts totaled $312.20. No additional funds were collected for reservation [redacted].   We emailed your original itinerary to the email address you provided during booking ([redacted] on March 18).   While I don't have information related to the details of the insurance policy you purchased for flight [redacted] on the 29th, I've provide [redacted]'s contact information below for your convenience.   TRAVEL INSURANCE Open 24 hours a day / 7 days a week for questions about trip insurance, existing policies, or to start a claim over the phoneTrip Insurance refunds can be requested via [redacted]
[redacted]Frontier's Trip Insurance is sold by [redacted] who will assist with any policy questions.   We've authorized a full refund to your original form of payment. Please allow up to 7 days for processing and keep in mind, once the refund has been processed by Frontier, there may still be a few days until the refund will post to your account, depending on your bank's practices.   In the future, please be sure to review your itinerary immediately after booking. Our agents will be happy to help passengers correct booking errors within 24 hours of purchase.   We hope to have an opportunity to welcome you on board in the future.   Kindly,   [redacted]
[redacted]
[redacted]

Response Email   02/23/2018 08:17 PMHello [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Safety Is Our Priority At Frontier, we are focused on providing a good experience to our customers and I...

know we failed to meet this commitment during your recent travels. Delays can be frustrating, but safety is our top concern and periodically our flights have to be delayed or cancelled for this reason. Please accept my apology for the unexpected interruption. It's never our intent to disappoint our passengers.   Refund I understand your frustration with the flight disruption you experienced. Because only the first leg of travel was reserved with Frontier, we are respectfully unable to refund for your other trouble which you were unable to take as planned. I'm really sorry for any inconvenience this has caused you.   However, I do see that you were issued a voucher (xxxxxxxxxxxxxx) for $200 to win your confidence with us back. Your voucher expires on May 20, 2018 but you do not have to fly within that time. Travel just needs to be reserved before the expiration date. I understand that you are leaving the US soon, so you may not be able to fly with us again for a little while. As a customer service gesture, I could extend the expiration date of your voucher if that is something you would like me to do.   If so, please let me know so that I can get that expiration date changed for you.   Come Back Soon Thank you again for contacting us about your recent experience. I recognize this was probably not the answer you were hoping for, 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 Specialist Frontier Airlines

Complaint: [redacted]
I am rejecting this response because I had called Frontier Airlines when making the reservation.  When I spoke with their representative they said I wouldn't be charged for the service of making the reservation.  Originally I tried to make the reservation on-line, but their website kept freezing and wouldn't let you continue to purchase tickets.  The fee charged was $80.00 and was deducted from the same account and same day/time as Frontier.  Frontier is claiming that this $80.00 was from a 3rd Party that was not affiliated with Frontier.  I find that hard to believe.Frontier Airlines has a lot of shady business ethics and I'm very displeased with the way they continue to run their business.  Also, the tickets that are supposed to benefit [redacted] are useless.  I emailed the frontier rep and told her that [redacted] couldn't travel before 2018.  She said the tickets were good until 2018, but in writing it shows 2017.  My credit card was used in the purchase, so either [redacted] or I should be able to use the comp if needed.  I'm very unhappy with the results.   
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/09/10) */
Dear Ms. [redacted],
We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to address your concerns.
Our records indicate you used your miles for a return flight on August 31 from...

Orange County to Denver.
Please accept our sincere apology in which we are unable to grant your request due to we sent you an email for both itinerary's to view in case there was an error you have 24 hours to cancel and rebook your reservation with no fees.
As a gesture of good will I have documented your reservation [redacted] to waive the $99 change fee, so you have a full value of your ticket in the amount of $218.00. If there is a difference in fare you will have to pay the difference.
While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.
Kind regards,
[redacted]
Frontier Airlines
Customer Relations

Hi- I have previously opened a complain and still no resolution. I had someone from Frontier reach out to me on Jan 2nd and nothing has been down since. We are now Feb 23rd. I flew to [redacted], I flight was a mess, our luggage were lost. Got our luggage back and my clothing were soaked and moldy. I didn't have my work items for 2 days.. My work items needed cost $500. I called and called, only to be transferred hung up on, disconnected, put on hold for as long as 2hours straight. My dispute number is [redacted].. I sent my phone records to [redacted]. She has done nothing to help.. again this issue is since Jan. 2nd. She isn't responding to my emails anymore. This is a terrible way to treat a customer. FRONTIER IS TERRIBLE!!!!! Prior to our flight, our flight was changed, and we did not receive any warning, we arrived at the [redacted] airport to chaos, but only from this airline company. They than made us check in all of our supplies, including medical supplies, only to have our bags lost, and us left without those supplies for 2 days!!! WE ARE NOW NEARING 2 MONTHS AND THEY HAVE NOT DONE A SINGLE THING TO MAKE THIS RIGHT!!! INCLUDING THE $500 I am asking for. I Want $500 which is nothing compared to what I lost not being able to go to work, or the items lost when I received my items back!!!!!!!! respond to your customers, when at fault own up to it! THAT IS WHAT A REAL COMPANY DOES!!!

11/02/2016 05:52 PM   [redacted],   We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.   Miles Your concerns have been sent to Early Returns coordinator [redacted] who works with a [redacted]s liaison to get disputes...

settled.   The record sent to [redacted] 10/28/2016 it is still open. This means she has not finalized the issue., but I assure you she will look into your concerns and resolves as quickly as she can. I will send her an email to get an update. l will contact you as soon as I hear from [redacted].    I sincerely apologize for the delay but I assure you your concerns are being looked at.   [redacted]

08/09/2016 01:44 PM Dear [redacted],   Thank you for contacting Frontier Airlines. I apologize for any inconveniences caused by the cancellation of your flight. It is never our intent to disappoint or inconvenience our passengers.   Safety is Our Priority I am deeply sorry for the...

trouble that was caused by the cancellation of your flight. I can only imagine how difficult it is traveling with an infant and irregular operations only make it more difficult. Our number one priority when flying is to make sure that all of our passengers and crew are safe and occasionally flights have to be delayed or cancelled if they are deemed unsafe to fly. We never mean to trouble our passengers.   Customer Service I regret to hear that you received poor customer service at the airport from our agents as well as with our phone agents. We strive for excellent customer service and it is clear from the situation you have described that we fell short of this expectation. Please be assured that your comments regarding what happened will be shared with management so we can provide better service to you and other customers in the future.   Compensation Due to cancellation of your flight I will be able to issue you a check for the $400 that you were promised in the cancellation letter. Please respond with the address that you would like me to send the check to.   I also see that you were issued a voucher worth $200 due to the cancellation of your flight. The voucher will expire on November 5th, 2016 but travel may be booked as far out as Frontier's schedule allows. I have included the voucher number and instructions for use down below.   Voucher Number: [redacted]   While we recognize this does not change the time and inconvenience lost, we hope that you will choose to fly with us again.[redacted]Frontier AirlinesCustomer Relations

Dear Ms. [redacted],
We have received your rebuttal as submitted to the Revdex.com.
We regret you are not satisfied with our resolution in this matter. It doesn't matter if it's 120 seconds, 240 seconds or even 480 seconds, our cut off is 45 minutes before departure and as I mentioned in my last email, in fairness to all customers, it is important for us to be consistent when it comes to following 45 minute cut off policy.

Although we realize this is not the answer you were hoping for, we hope you understand policy.
Regards,
[redacted]
Customer Relations Specialist
Frontier Airlines

Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. On behalf of all of us here at Frontier, please accept my apologies for the confusion and frustration you experienced at the [redacted] airport on July 21st.  ...

Flight [redacted] According to your reservation record, [redacted], you and your sons were scheduled to fly with us on Flight [redacted], departing [redacted] at 12:40 AM on Friday, July 21st (just after Thursday night, beginning into Friday). It also shows that no one in your party appeared for the flight on Friday morning, resulting in each passenger being listed as a "No Show" on the flight manifest.   According to the reservation record and our previous correspondence, you and your sons arrived at the [redacted] airport on the evening of Friday, July 21st and attempted to check in for the Flight [redacted] that was scheduled to depart at 12:40 AM on Saturday, July 22nd. While this flight did incur delays, unfortunately, you are not entitled to compensation to it as it was not the flight you were scheduled to take with us.   Delayed Baggage I'm sorry to hear that your baggage got separated from you on the day in question. I'm glad to see, though, that we found your bags and they were delivered to you on July 28th! I can only assure you that this experience isn't typical of the standards we strive to maintain for our customers and their baggage.   Customer Service Is Key We have high expectations of our employees and I'm disappointed with the behavior you described of our airport agents and our Reservations representatives. Please be assured that we take these matters seriously and that I am making your comments available to the managers of the [redacted] station and the Reservations team so they may follow up on this valuable training opportunity.   Customer Care My research shows that a full refund of your purchase price, totaling $326.94, was issued back to the credit cards on file on July 22nd. They should be visible on your statement by this time. Please know that this is a customer service gesture above and beyond what we're required to provide for a "No Show" situation. Per our Contract of Carriage, anyone failing to appear for their flight forfeits their ticket and all its value.   I hope this information helps. We look forward to serving you and your family on all future Frontier flights!   Sincerely,  Customer Relations Frontier Airlines