Frontier Airlines, Inc.

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

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]

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]

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   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

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

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

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 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]

05/04/2016 02:32 PM [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond.We recommend passengers arrive 2 hours before scheduled departure, as Frontier has a strict 45 minute check-in cut off. Once a flight is...

closed, our agents are unable to reopen the flight to print passes or check in baggage. If a flight is missed, passengers are offered the next available Frontier flight with open seats. While the customer service agent was unable to accommodate your request for late check-in, this information should always be conveyed in a courteous and professional manner.  Your comments have been logged for Management review. When re-accommodation is not acceptable and the passenger takes alternate travel we are unable to assume liability for additional incidental or travel-related expenses. The records are showing that [redacted] boarded the flight. Because you purchased a non-refundable flight your request for a refund has been denied. However, I have issued a electronic travel certificate for you only in the amount of $172.00 and a refund of $55 that will go back to the credit card ending [redacted] for the bag fees. I regret your reluctance to fly with Frontier Airlines again, and hope for the opportunity to restore your confidence in our services. Kindly,[redacted]Customer Relations SpecialistFrontier 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]

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]

Complaint: [redacted]
I am rejecting this response because:Hi Frontier Customer ServiceThanks for the response and providing the explanation on why the flight was cancelled. While I can understand flights sometimes got cancelled due to un-controlled condition, the terrible service and rude attitude from the Frontier staff in Miami are simply not acceptable. As you can see from the attached photo, the boarding information in front of the gate at 3:23pm was still 3:38pm instead of “Cancelled”. How much time we could have saved had the Frontier staff done their job properly! The rude attitude definitely made the situation worse, which made those passengers waiting there whole day really angry. We would like to demand a direct apology from those two staff on duty that day, Zoleidys and Shai.In addition to my family, other two passengers who were in the same situation also flew to LaGuardia. Their relative drove them to Trenton and gave us a ride to Mercy County Airport. We paid them $100 in cash for the commute. As a result, I donot have a receipt, but hope this cost can still be reimbursed. As a reference, an [redacted] from LaGuardia to Trenton would have costed about $500 (see attached quote). Regarding the refund of flight tickets, if cash refund is not possible, I would to ask for a Frontier voucher of $1000 with an expiration date of 1 year.We went to Miami for a cruise vacation and had a great time, but the bad experience with Frontier and whole day waiting made us exhausted and pretty much ruined the purpose of getting rested from the vacation. I donot think money can really compensate it.
Sincerely,
[redacted] ([redacted]) [redacted]

Initial Business Response /* (1000, 5, 2015/05/13) */
[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.
We appreciate your feedback and...

need to gather additional information in order to assist you further.
Please reply with the passenger name as it appears in the travel record, and the six-digit reservation code. We assure you that your concern is important to us and we will get back to you as soon as we receive this needed information.
Sincerely,

[redacted]
Customer Relations Specialist
Frontier Airlines

02/24/2016 10:57 AM Hello [redacted], We have received your correspondence as submitted to the Revdex.com and appreciate the opportunity to respond. I'm sorry to hear about your troubling medical issues and certainly understand this has been a trying year for your family. I regret any...

misunderstanding or misinformation that may have occurred when you asked for a second voucher extension. I did find 2 vouchers in our system for $406.80 each. Our normal expiration policy is that vouchers must be redeemed within 90 days of issue and I see that your original vouchers have already been extended once, with a new expiration date of April 2, 2016. Your vouchers only need to be redeemed before the expiration date of April 2nd. This gives you about 6 weeks to book a future trip before your vouchers expire. There are no restrictions on the travel date, and you may book future travel out as far as Frontier's schedule allows. Our current schedule shows seasonal service begins from Bozeman Montana on May 5th and ends on August 8th. Each voucher must be redeemed separately in the names as follows:  [redacted] (1815[redacted]0001) [redacted] (1815[redacted]0001) I hope this helps clarify that your voucher credit is still available for redemption, and that you do not have to travel before expiration on April 2nd. Kindly, [redacted]Frontier AirlinesCustomer Relations

Complaint: [redacted]
I am rejecting this response because: I have not received a refund yet? and I want to know where it is? And how long will it take?
Sincerely,
[redacted]

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]

04/18/2016 01:48 PM [redacted], As we discussed over the phone,  I have reinstated 42,958 miles back to your account. Please let me know if you have any additional questions.Kindly,[redacted]Customer Relations SpecialistFrontier 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

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